Date Received: 2021-05-08
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I applied for refinance of my student loan. The original lender is XXXX XXXX. The new bank completing the refinance is Citizens. Citizens calculated the pay off amount on their own by adding one month payment and 60 days of interest to the amount shown on the most recent bank statement. They did not call XXXX XXXX for a 10 day payoff amount. After they paid the loan to XXXX XXXX there was remaining amount of about {$1600.00} which is continuing to increase because the XXXX XXXX loan interest accrues daily. Is Citizen 's bank allowed to calculate the payoff amount on their own without consulting XXXX XXXX.
Company Response:
State: GA
Zip: 30046
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-07
Issue: Identity theft protection or other monitoring services
Subissue: Didn't receive services that were advertised
Consumer Complaint: On XX/XX/XXXX I walked into Citizens Bank and met XXXX XXXX XXXX ID # XXXX on XXXX XXXX XXXX XXXX XXXX, NH XXXX. I have a XXXX XXXX XXXX XXXX that is Federal and I am looking for a certified management team with at least 5 years banking and management expertise. I am currently interviewing Branch Managers and Bankers to work with my modeling agency and set up new business accounts. I am the XXXX of the Agency and I have over 25 years of banking, insurance, executive management and certified supervisor experience. I have holding accounts at XXXX XXXX XXXX XXXX. When I met XXXX I clearly stated my reasons for the interview. We spoke about the history of the agency, staff, competitive advantages, consumer services provided, current financial resources, training, certifications, 10 year investment plans, safety, security, stability and current issues I gave XXXX XXXX my confidential XXXX XXXX XXXX Business Plan, Resources, Application, Sample Contract, Policies, Marketing, EIN, State of New Hampshire Department of State XXXX Annual Report, Active Status, Certificate number, Business number, Consumer Reports, Financial Strength,, Hiring Goals and Financial Management needs. XXXX XXXX took all my information and told me that she would call me. I left her with a message, " Take your time and read everything, do you research and call me if you have any questions. '' On XX/XX/XXXX at XXXX I scheduled interview with Branch Manager XXXX XXXX at the same location at XXXX XXXX. When I walked in XXXX did not acknowledge me, which made me very uncomfortable. I had given XXXX XXXX all my XXXX XXXX XXXX XXXX business information and she did not even say hi to me in morning meetings. I watched her in XXXX XXXX 's office ducking down and pointing at the Citizen 's Bank employee across the lobby. I knew she was talking about him I walked around the lobby and collected the Bank Teller business cards and Citizens Bank Marketing information. I mentioned to the Bank Teller I have an account on a Fraud watch because I filed a FTC Identity Theft Report on a Bartender who was using my model names and serving them alcohol, holding their Personal ID 's in his bartending system. I told the tellers, " I am very concerned with Bank Fraud Issues, Identity Theft and Poor Investments. '' Then I sat down and waited to be called in for my interview. . XXXX XXXX called me into his office and introduced himself. I had a copy of the current Student Loan Promotions. I am aware of the services XXXX XXXX was trying to sell me on. XXXX XXXX asked me, " What brings you in today? '' I said, " I am the XXXX of a XXXX XXXX XXXX and I am looking for a finance manager to establish a new account for the models. '' He then asked, " OK, so tell me a little bit about yourself '' I said, " When I was XXXX I opened a Citizens Bank account on XXXX XXXX. in XXXX, NH. '' Then I asked XXXX, " Now tell me a little bit about yourself. '' XXXX XXXX replied, " I do not give out my personal information. '' I said, " OK XXXX, you are the manager and you want me and consumers to give you our personal information but you will not give us your personal information. How is that legal? '' He said, " I do not know what you are talking about. '' I said, " OK. My next question is because you are offering student loans how do you invest my money? Do you invest in alcohol and drug companies? '' XXXX XXXX says to me, " I do not understand. '' I asked, " You do not understand my question? " XXXX said again, " I do not understand what you are asking me. '' I asked XXXX, " How long have you worked at Citizens Bank? '' XXXX replied, " I have been here for a year. '' I asked, " You are the branch manager and by looking at your name badge you went to XXXX XXXX? '' XXXX replied, " Yes, but I do not know how that refers to your question. '' Right then and there I knew XXXX XXXX was a banking fraud. He was incompetent to answer my first simple question about personal banking and then he could no answer any questions about Student Loan Services and Financial Guarantees. I told XXXX, " XXXX I am going to have to file this to the FTC because I think your are not providing the services you are employed to do. '' He said, " I am sorry, what did you say? '' I said, " I do not think you have the skills to be a manager here and you are more fit to be a teller. '' XXXX demanded, " You are to leave my office right now and not come back to this branch. '' I said, " OK and I am going to call the police because I think you are pushing alcohol at this branch and I think you might be drinking alcohol. '' I left the office and immediately called the XXXX Police Department, XXXX Police Department, NH Drug Monitoring, Consumer Protection, The Attorney Generals Office and My personal injury lawyer. I also went into the XXXX court to file a financial findings report at Citizens Bank and I gave the information to the Deputy Sherriff the same afternoon. As a CEO I have to protect my consumers and staff from fraudulent banking services involving social security numbers and income. I do not want to set up a payroll with a Manager named XXXX XXXX who can not even tell me if he invested in a drug or alcohol company at Citizens Bank and refused to answer my questions confidently and professionally. I do not trust XXXX XXXX with consumer 's money, loans, personal information or any federal financial documents. Please remove XXXX XXXX 's position at Citizen 's Bank Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NH
Zip: 03060
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Issue started on XX/XX/XXXX. Balance of approximately {$2000.00}. Added {$5300.00}. Over the next weekend, I Made a payment of {$7500.00} from Citizens Bank Checking Account to Citizens Bank Credit Card Services. Balance should have been up to {$12000.00} credit. Adjustment made Incorrectly { { There was a secondary issue going on at the same time in which My bank account was overdrafted by insufficient funds check and short by {$5000.00}. I paid {$5000.00} which you said you returned but did not, where is it? Please reconcile the issue and return the funds to my account. The credit card services did return funds to adjust my account but the bank incorrectly made the adjustment XX/XX/XXXX. The debit for {$5000.00} was not credited, the bank debited my checking account for {$5000.00} again incorrectly XX/XX/XXXX, I have the receipt XX/XX/XXXX for this and talked to the branch and the online services about it but both have continued to ignore and can not provide the wire transfer payment receipts with numbers for the adjustment. They made a debit instead of credit to my accountXXXX & XX/XX/XXXX - 2 debits for {$7500.00} instead of debit credit ). My bank account was overdrafted by your swindling me out of cash by taking 2 payments from same account for my payment to Citizens Bank Credit Card ending in XXXX. Please correct the adjustment and credit my bank account for {$5000.00} as I originally requested when I saw the errors on the account the week of XX/XX/XXXX and thereafter that I have reported and bankers and creditors keep ignoring. Then the screens all went negative - the bank had done a software upgrade over the weekend and all the balances that were suppose to be reading as a positive read negative. Then the balances were not calculating as well. } } What is fascinating is how all the receipts were changed from {$5800.00} to {$7500.00} without any notice by the bank that the accounting system was down and had made manual changes and the system brought back up with new statements. So I should have had {$12000.00} less the one payment authorized for {$7500.00} which is a balance of {$7300.00}. { { Secondary issue : Then the {$5300.00} check payer went insufficient funds. so balance back to the {$2000.00}. } } Plus I made a transfer in of my own funds during this mess of {$2000.00} so should have at least a credit balance of {$4500.00} on or around XX/XX/XXXX. Followed by a second transfer in XXXX of {$2000.00} to cover for overdrafts in XX/XX/XXXX. When I went to branch and asked for all of my 4 account statements to printed at same day and same time to rule out electronic theft, they would not comply. This went on for weeks so there was no way to show what payments went out and what payments and adjustments were made. and no way to show corrupt bank account statements versus the electronic statements and possible money theft. Payments to vendors were returned from my vendor for insufficient funds and there is no record on my statements of this happening. I had to repay from other sources. There has never been good assistance for potential online banking fraud when I have asked multiple times. And all my XXXX bill payments for month were canceled due to bank over-drafting my account and charging me multiple fees. Nothing was paid out causing multiple shortages on about 10 vendor accounts due to all the above and about 100 adjustments to my accounts. I did not receive any of the usual and customary electronic receipts that are normally sent for electronic bill payment transaction order confirmation I had just input so screen was locked up or frozen and blank. Nothing had happened. screens became inaccessible and were not functioning properly. I resubmitted a new payment order via a different payment method on " transfer funds '' instead of bill pay and the bank took the amount out of my account twice on Monday essentially over-drafting my account. Funds were suppose to be returned and were not. Essentially, they took two payments for {$7500.00} without my consent for a second payment which was not promptly returned when I called the bank branch and the credit card company next day. I should have received {$7500.00} credit to my account and did not, instead they debited my account {$7500.00} causing a total of -XXXX of funds. Then corporate says they did an adjustment to correct and the funds were not received back at my account, instead of a credit to my account, they did a debit to my account. Bank refused to provide all 4 of my account statements at one time to sort out this mess as they were playing the Ponzi game of transferring funds between all four accounts with money transfers which never matched the mobile, statement, phone account statement all at the same time. To make matters worse, they adjusted the account statement beginning and ending balances and made it look like I owed them money. Then a debit was done to my account instead of a credit. I place the account under lockdown until issue resolved, I reported electronic fraud, I asked Credit Card Company for wire transfer receipts to prove when money adjustments went back to my account and they could not and would not provide. Previous 4 times I have decided to close account then kept account open due to good will. This is final time and will not be keeping account open and want permanently closed. There is no security on this account due to too many people with prior access without my consent shifting funds. Citizens bank has done nothing to correct systems so when complex errors happen there is good way to trace immediately, branches need to investigate immediately. Another example of obsolete security, System overwrites new answers to my security questions and reverts back to old answers for someone else to use by phone or computer. I recently wrote a complaint letter on XX/XX/XXXX describing the multiple issues that have been repetitive over past 20 years and requested a refund of money after being more than polite and covering these losses for years. I no longer am able to do this. There should now be credit balance in my account and I want the balance paid in cash to me now. I do not want the account kept open. I have tried for 15 years to unsuccessfully close the account completely. First time, I had about 25 bill pay accounts attached to it along with 4 automatic payments on the account. Second, time same issues and I did not have time to resolve, 3rd time I was in ill health and unable to deal with this same issue which has happened but had joint account dissolved and changed to single account status although there seems to be more security problems since having done that. Fourth time I had moved off all the bill pay to another bank, still could not close until I closed the XXXX and Car Loan Payments, Citizens equity line of credit and Citizens mortgage account which has taken almost 2 years of my time to do due to non compliance with closing my loan accounts with same corrporate entity 's refusal to close loans accounts.. Finally, for a 5th and last time I will have had my accounts overdrafted by the bank, My Citizens bank Account needs to be closed completely. I do not want to do any further bank business here. They now have tried to stop permanent account closing by saying I owe money that I don't by over-drafting the account. This is not true. The banks reply was to send me a collection letter on XX/XX/XXXX asking for 80 % of balance that I do not owe. No way do I owe. Bank owes my account.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a balance transfer loan at Citizens Bank and have had issues since the card was opened making payments. I have had to go to a branch to make payments which many times is hard for me. I was notified of a payment due today by email but we are going out of town early tomorrow and cant get there. I can not access online to make a payment. I can log in but there is no place I can find to make a payment. I keep clicking around the website trying to figure out how to do it but it keeps saying youre not allowed to do that. I tried calling and when I punch in the credit card number it says no account exists. I waited on hold for about 30 minutes and no one came to the phone so I hung up. I am supposed to get paper statements so I can mail in a payment but I have never gotten any. I have complained at the Branch about all this mess but they dont care, just take my check. Also, they will not allow you to make a payment of any amount you like. Only the minimum payment or paying off the entire balance. Shouldnt be this way.
Company Response:
State: OH
Zip: 43551
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Getting the loan
Subissue:
Consumer Complaint: I have had a personal account with Citizens Bank for many years and a year ago opened a business account for my XXXX XXXX. Subsequently applied for a XXXX loan on XXXX of this year and it was completely mishandled. I called about XXXX times since then, was told at one point it was approved and was just waiting on funding information. When I didn't receive anything, I called again and was told whoever I spoke to informed me incorrectly. That's a BIG mistake to make. After waiting two months from my initial application date, I was finally informed on XX/XX/XXXX it was denied, and that it never actually made it to the XXXX, which I was also misinformed of XXXX I was told on one call it was with the XXXX XXXX. Why it took bank XXXX two months to deny my application, why customer service reps couldn't provide consistent or accurate information, and why my app was denied when I have been self-employed in my current business since XX/XX/XXXX and am eligible under XXXX guidelines, I have no idea, but I am extraordinarily unhappy with how I have been jerked around and misinformed as a female XXXX XXXX XXXX. This round of XXXX was supposed to provide additional opportunities for someone like myself and it has done anything but. Furthermore, due to the delay, loan funds have been depleted and I am unable to apply somewhere else. No one I have spoken to thus far, including the branch where I opened my account, has seemed overly concerned with my situation. I was told that the only group that could assist me with the loan was " XXXX XXXX, '' which was reachable only via email and not phone. I emailed " XXXX XXXX '' a week ago and have not received a response. I was told by the branch where I opened my account that they don't have access to XXXX info and could not help me. How can a lending institution operate with this lack of transparency?
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I paid off a line of credit with Citizens One on XXXX via phone and requested my account be closed. I called again on XXXX as account had not been closed and was told I needed to call back 30 days from payoff date to request. I called on XXXX and again requested the account be closed and was assured I would receive an e-mail confirmation within a week. I called yet again on XXXX as the account still remains open and was told a supervisor was now involved and expediting my request and that I should receive an e-mail confirmation within a week once the account was closed. As of today, XXXX the account has not been closed. PLEASE HELP ME CLOSE THIS ACCOUNT.
Company Response:
State: NH
Zip: 03060
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My father passed away on XX/XX/2021. There was a woman living in the house and she was forging checks and depositing them into her account. A police report was filed on XX/XX/2021. The bank was notified and affidavits were completed for each forged check. The bank supplied statements going back 3 years and over {$230000.00} in forged checks were identified. The majority of the forged checks were forged and deposited within the last year when my dad was isolated due to XXXX. The amount and frequency increased substantially to {$10000.00}, or more, of forged checks per month. She even forged and deposited {$4000.00} in checks the last week of his life when he was in the hospital and dying in the living room. Citizens bank was immediately inofrmed and just as quickly denied the claim, saying that they were beyond 60 days. We have continually asked for the laws and procedures that they are referring to and they continue to not respond in a timely manner and not provide the informaiton. The 60 days from when they were informed accounted for {$20000.00} in forged checks and they won't respond as to why they are not reimbursing those funds to the account. It's a continuation of Citizens bank not responding, avoiding answering questions and putting off all communication as best they can.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently applied to refinance my mortgage. In the fall of 2020 I used the CARES Act to apply for & receive a forbearance on my mortgage. My lender, Citizens Bank, is requiring that I pay the entire amount due on the forbearance before they will process my refinance application. On XXXX, as of today, my house is listed at {$300000.00}. I owe {$8000.00} on the forbearance and {$140000.00} on the existing mortgage. Ive asked the lender to roll the forbearance amount into the mortgage balance as there is more than enough equity in the house to cover the outstanding amounts. They have denied my request without any explanation. They insist that I pay the forbearance amount before I can refinance. I think this is unfair and possibly illegal. If I could have paid the mortgage payments, I would not have requested the forbearance. Any help you can provide will be greatly appreciated. Thank you.
Company Response:
State: NY
Zip: 14304
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: Auto loan with two signatures, my own as Step-Father to my Step-Son, a member of the U.S. military and the principal driver of the used vehicle. Loan has been paid on time and has approximately six payments remaining to completion. Requested a lienholder agreement to have the vehicle shipped by the Federal Government from XXXX to XXXX due to XXXX XXXX. Seven phone calls and a variety of promises made brought an extreme amount of discontent, emotional distress, and absurd inconvenience. On several of these seven occasions ( which the bank indicates they have documented ), staff members promised the delivery of said letter. Indeed, they assured that it had been physically mailed on XX/XX/2021. When never received, on two instances members of the bank 's staff indicated they had satisfied the need and request by emailing a secure document, only to find that the document they had securely sent was merely a scan of the original sales agreement, not a permission letter to transfer the vehicle 's location. In the meantime, my son had to ship out, so his vehicle now remains in XXXX. We have finally been provided the lienholder agreement, but in the interim he is suffering costs which would not have been necessary for XXXX and Rental fees. The bank indicates that, because they have finally delivered the document that was required, there is no accommodation, consideration, or reduction in balance that can be provided us in courtesy or compensation for actual damages, emotional distress, and/or inconvenience. We have escalated our requests all the way to a corporate officer, who indicated they would " document the call '' but that no remedies of any type would be extended.
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On the morning of XX/XX/20, I went to Citizens Bank at XXXX XXXX XXXX, XXXX, RI XXXX to make my usual monthly payment for my Citizens Master Card. The payment was a cash payment. I handed the teller {$1700.00} to pay my balance of {$1700.00} which was for my XXXX payment. Around XX/XX/XXXX, I had called the Master Card Co. to inquire about collecting my Points ( I pay my monthly bill off in full each month ). They informed me that I could not collect my points because my bill was not paid. I have a excellent credit payment history and have never missed or been late on a payment. I told them I had mad my payment as I also do at the local branch. They said they would investigate my payment. After two weeks, they then told me they did not receive the payment and for me to follow-up with the bank directly. Please note during this time, this was the start of the pandemic. On my first attempt to get this resolved with the branch, I was told by an employee that there was a " glitch with the system '' and she would look into this. Several more weeks pass and I felt like I was getting the run around and something was not right. I was finally told there was nothing they could do because they had no proof of a payment made on that date and I had no receipt. ( I have all my other receipts for making my payments each month ). I then asked for them to view the video. At first they said they could do not request it so I contacted the Office of Chairman. After more time passed, I was told there was no proof of me being there or a cash payment in the amount above and the video did show a women. I kept on them and I requested several times to see this video coverage. Each time, I was given a different explanation of how I can not see the video, the video is only of the back of the customers head, no video at bank entrance only outside ATM. I then sent another letter to the Head of Consumer Banking and they did respond to me and would review. I was told they did all they could do but to see the video I would need to get a subpoena. ( I have been a loyal customer of this bank for over 50 years. I have always paid all my bills on time and in full. I feel this has been handled poorly and needs to be investigated further.
Company Response:
State: RI
Zip: 02920
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A