Date Received: 2023-11-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Citizens bank keeps increasing my mortgage payment. Says my escrow is low after I keep paying the shortage several times.
Company Response:
State: NJ
Zip: 08205
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with Citizens Bank using a promotional offer code XXXX. Under this offer, Citizens Bank is offering a bonus of up to {$400.00} when you open a new checking account. To earn a {$300.00} bonus, open your first new personal checking account and have at least XXXX single direct deposit of {$500.00} or more post to your new checking account within 60 days of account opening. To earn up to {$100.00} : Get paid {$2.00} per qualified debit transaction ( up to {$100.00} ) that post and clear your new checking account within 60 days of account opening. As per the terms, the bonus will be paid by XX/XX/XXXX. I have met all offer requirements ( please see description below ), but I did not receive my {$400.00} bonus. XXXX. I opened my account on XX/XX/XXXX. XXXX. I received a direct deposit on XX/XX/XXXX ( I received a direct deposit confirmation ). XXXX. I have made XXXX debit transactions that were posted and cleared in my new checking account within 60 days of account opening. Although I met all the requirements, I did not receive the {$400.00} Bonus. Based on the terms and conditions the Bank is legally required to pay me the {$400.00} bonus.
Company Response:
State: SC
Zip: 29607
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I systematically send ( I send this via ACH from another bank ) my loan payment into my checking account at Citizens. I have done this for about a year. Then Citizens bank automatically debits my checking account for the loan payment amount. Instead of depositing my ACH loan payment into my checking they applied the payment as an additional principal loan payment in my loan account. This is a completely different account and was not as instructed in sending my payment. When the actual payment was due they debited my checking account that did not have sufficient funds to cover the payment as they incorrectly deposited the funds in the wrong account thus creating a deficiency in the checking account. On the loan payment due date they attempted to withdraw the loan payment and apply the payment against the loan. Since the funds were not available they reversed the loan payment and are saying I missed this months payment. I called an explained, the rep admitted their mistake but stated they could not reverse their error. I demanded this be escalated and corrected as this will negatively impact by credit. I received one email on XX/XX/XXXX at XXXXXXXX XXXX from XXXX ( office of the chairman ) stating they tried to contact me. I called XXXX the call went directly to voice mail were I left a message asking them to call me. I also sent an email on XX/XX/XXXX at XXXXXXXX XXXX asking for them to call me back. I never received a call so I send a follow up email on XX/XX/XXXX at XXXXXXXX XXXX still not hearing from anyone I sent another email on XX/XX/XXXX expressing my concern and again no response. I send a final email on XX/XX/XXXX at XXXXXXXX XXXX stating I can contacting CFPB filing a complaint. I still have not received any correspondence. The case number for this at Citizens is ID # XXXX.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/2023, I made two mobile deposits to my Citizens Bank checking account. Both were XXXX checks from the XXXX XXXX XXXXXXXX Department, one in the amount of {$6100.00} and the other in the amount of {$2700.00}. Without notice to me, Citizens Bank placed a hold on the availability of these funds. I called Citizens Bank on XX/XX/2023, to find out when the hold would be lifted, and was told that the entire amount of the 2 deposits would be available on XX/XX/2023. In reliance on this, I arranged for bill payments to be made on XX/XX/XXXX. On XX/XX/XXXX, I discovered that the hold had not been lifted. I called Citizens Bank again, and this time was told that the funds would not be made available until XX/XX/XXXX. My account in now overdrawn, by reason of the bill payments I made. I have no other income, other that Social Security. I am between apartments and will now have to sleep in my car until XXXX XXXX
Company Response:
State: CA
Zip: 95476
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I opened a business account with Citizens bank a few years back and put about {$1000.00} into the account for spending on business expenses. The purpose of the account was to show I wasn't using personal funds when it comes time for taxes. It was never to pay people or send money to others because my business operations does not require me to ever do that. In fact, all my years of operation, I have never had to send funds to another person or bank account from my own business. I didn't use the funds because I never needed to spend the money and the account became dormant from inactivity. In addition, I can not access the account despite my efforts to do so online which means I was not monitoring the monthly statements. I went to a local bank / teller to close the business account only to discover about {$120.00} is missing due to various fees. I ask what happened ( since I still can not see the statements ) and they said I signed up for a service called XXXX which I had never heard of. The teller also had never heard of it. The XXXX XXXX at that bank location ( XXXXXXXX XXXX XXXX also never came across anyone who had ever been charged for " XXXX '' service. Everyone I spoke to at the branch agreed it sounded strange and understood why I would have no need for this service. Citizens bank phone Customer support claims I electronically signed up for this service back in XX/XX/2022 which I do not have a memory or a record of doing. I never would have wanted this service because it works the same way as XXXX which was already a tool for money transfer built into their online banking portal... therefore, I have no use for XXXX in any situation. Citizens bank only stopped charging me for it because they stopped using it as a bank. I was also never notified that my subscription to XXXX was cancelled. Upon reading about XXXX online, no where on the internet does anyone say they subscribed to it on a monthly basis and were charged for it on a monthly basis. I found an entirely different model for XXXX pricing. Out of the approximately {$120.00} in fees I was charged, they are telling me they can not refund it all and are providing no advice or path forward. They are saying they can't provide proof that I signed up for this service. They are saying they can't refund the fees in full because of annual " limits '' to refunding per account. If they can't show a record of me signing up, I don't see how it's legal for them to keep my money. If they have done this to many dormant business accounts, this sounds like a class action lawsuit waiting to happen.
Company Response:
State: MA
Zip: 02145
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2023 XXXX unauthorized withdrawal of {$190.00} from my business account with Citizens bank.I had Citizens bank put a block on this XXXX 9 months before that date according to their records. But at the time I was to late to get my money refunded I would have to pay {$90.00} additional to block further. Because of this i received {$120.00} overdraft fees. I disputed it with Citizens bank. And they deactivated my account and sent me to collections. For $ XXXX {$370.00} depends on how calls my business phone.
Company Response:
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I have repeatedly asked Citizens Bank to stop sending me marketing solicitations. They make it extremely hard to even find out how to do it. You have to search on their website to even find it and when you do it gives incorrect information. I have attached the solicitation.
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XX/XX/XXXX I received a notice from my Mortgage company stating I had an escrow shortage of over {$3500.00}. I had just purchased the new home XX/XX/XXXX so their should not have been any issues. I called and asked questions no one could answer, asked for an account statement be sent to me. Upon receiving it I noticed right away that they sent me a disbursement check that put my escrow account in the negative. HOW could that happen? Why would the bank send me a check and say it was an overage in my account and clearly it was not, who is charge of flagging and correcting these issues? Now my account is negative and I see where the payments had to be made for my taxes for months. At no point in this time did I receive any notice or phone call from the bank. When I had called to inquire why I was receiving this check no said then I was in the negative, just that it was an overage. Now looking at this I am getting really upset because this clearly looks like some fishy stuff the bank is pulling on me. There was supposed to be a cushion in my escrow account where was that? Oh it was the money that they sent to me. Their mistake caused me to go in the negative and mess my entire account up, they were even late paying my taxes. They made the miscalculations and reduced the amount they were taking for my property taxes.. its a new build community. I expect the taxes to go up not down. That was also another mistake I was made aware of. I feel they have a fiduciary duty to handle my account accurately and not cause damage, hardship, mental stress or for the consumer to lose their home. Now that I have this bill here is what they want to happen. An increase in the escrow amount, which went from them taking {$70.00} to now {$250.00}. The {$3500.00} I owe because they paid the taxes on my behalf instead of notifying me was going to be spread out over a year and about {$220.00} extra on the mortgage. So with the escrow going up and the shortage that would be almost {$500.00} extra on my mortgage. I am a single mother on a fixed income, no way I can afford that at all. I wouldn't have even gotten a loan if that's what my mortgage would have been. The bank would have turned me down, so why do they think I can pay it now? Predatory Lending comes to mind when I think of what they are doing and if they are doing it to other people. When I spoke to a Supervisor she said it was concerning, she had never seen anything like this before. My case was escalated to a higher office that would handle the investigation of what transpired with my account. I was contacted by someone from Citizens bank and told they would look into it. They did and determined they dropped the ball and made the mistake, said sorry but that's it. No explanation about why I was put in the negative, why I was not notified so I could handle paying it. No accountability at all. The best I was going to get was they will spread the payments out over 5 years. This still is not the answer I wanted, too many mistakes were made at the beginning of this and no one is being held accountable for it but me, the person who did not make the mistake at all. The one person that could have lost their home due to the negligence of the bank. Because one thing is for certain, if I made errors I am held accountable. So why isnt the bank?
Company Response:
State: NV
Zip: 89106
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Below are the cases # that Citizens Bank has neglected to reimburse me. These were all wire transfers. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: OH
Zip: 44118
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check on XX/XX/XXXX bank said clear on XX/XX/XXXX now there saying XXXX XXXX which is insane I called bank and casino who issued check they verified check my bank told me they havent received funds casino called me today and stayed funds were paid to citizens on XX/XX/XXXX so I cant figure out why they are playing with my money
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A