Date Received: 2021-03-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited 1- {$100.00} and 14XXXX {$20.00} bills on XX/XX/XXXX. the atm made a funny noise and spit out a receipt that said transaction can not be processed contact your financial institution. we called the number on the back of the bank card and filed a dispute. we got a provisional adjustment but the a couple weeks later we got a letter saying that no error occurred and they reversed the provisional adjustment. we proceeded to make a complaint with the branch directly. They were even aware that a problem occured at the time because XXXX XXXX explained to the branch manager, XXXX, that the employee i pulled aside and made aware of the error right at the time. they took our names and contact info and we gave them an image of the atm receipt. we didn't hear anything from them for a week. i called on a monday and we told that they would call us back that day. they did not. i stopped in the next day and they explained that they keep calling the escalations department and keep getting put on hold. XXXX said she will be bringing this up in a meeting. We heard nothing for another week. i called and XXXX said she was bringing it up to her Regional manager in a meeting. she then sent an email to my husband, XXXX, on the XXXX of XXXX saying that we would be getting a call from the esalations departments in the next 2 business days. we have not gotten a call from them yet and it's the XXXX of XXXX. i called XXXX today ( XX/XX/XXXX ) and she said that she emailed my husband this morning saying he be getting a call today from the escalations department. I informed her that we are now filing a complaints to the FDIC and Attorney General. we did not get an email from her as she stated. my husband emailed XXXX and XXXX on XX/XX/XXXX saying that we were very unhappy about how they are handling this and we never got a response from them. Many times they avoid us and they say she's in a meeting or out that day and we never get a response. They did at one point say that their atm balanced for that day but XXXX XXXX stated to XXXX that they did have a discrepancy with one day about a week later that says they balanced but was indeed off {$180.00}. So how can i trust when the bank says that the atm balanced but then they find an error with that system? they are very unresponsive and not transparent about how they are handling it. i had to ask the branch manager how they plan to handle this and what the steps will be. I explained to her that i was aware that money can get stuck in weird places in those atms and asked if they plan to check that. she said she didn't want to go that route.
Company Response:
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: LOAN ID # XXXX I would like to share with you and file formal complaint regarding my experience during refinance with Citizens Bank. I started my application online around XX/XX/XXXX. On XX/XX/XXXX, I received welcome letter, and on XX/XX/XXXX, I received Loan Estimate. Considering I provided all necessary documents and permission to run my credit report before XX/XX/XXXX, but still Loan Estimate took up-to XX/XX/XXXX, to be issued, which is already in RESPA violation. My initial loan officer was XXXX XXXX, who periodically called me with assurances everything is going smooth, and we are on schedule to close soon. Since day one, I was sending emails, made calls with request to order immediate subordination of my HELOC loan, and order the CEMA. I new those two documents may take from 6 to 8 weeks to get. But my loan officer told me everything is under control. In the beginning of XXXX of XXXX, I started to leave voice messages and sent emails requesting with the status update. To my surprise, my loan officer already left Citizens Bank and join another bank. I never got any notifications who will handle my loan. I finally manage to get his manager XXXX XXXX, he also assured me that new loan officer assigned, and will give me loan status by the end of the day. That was on XX/XX/XXXX, as of today, XX/XX/XXXX, I am still waiting. It is impossible to get anybody on the phone, and even public number for corporate headquarter is not working. I found this very strange and annoying the way to treat customers. In addition, I am XXXX XXXX XXXX, and feel I got age discrimination and unwillingness by Citizens Bank to provide me with the services and new loan approval. This Citizens Bank employees misconducts create me financial burdens since I am still paying higher rate. In addition, if they would not be able to close my refinance I will have financial damage over {$150000.00} due to my current rate, new rate I was quoted, and terms left on my current loan. I am strongly feeling this misconducts may have legal consequences, and should be answered appropriate. I am requesting Citizens Bank to provide me following information : 1. Date when subordination agreement was ordered ; 2. Date when CEMA was ordered 3. Point of contact who can provide me with weekly status update I hope my experience will be addressed properly, because I do not believe any customers deserve this. Respectfully,
Company Response:
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would like to file a formal complaint concerning my mortgage refinance application being treated unfairly, causing undue harm. On XX/XX/XXXX, I submitted an application for mortgage refinance with Citizens One XXXX Loans. On XX/XX/XXXX, I inquired of the loan officer, XXXX XXXX, as to whether the it is the banks policy to accept actual student loan payment or 1 % of total balance as the basis when calculating DTI. He indicated the former when monthly payments are reported. On XX/XX/XXXX, I provided documentation to show the prior 24 months of payment history as evidence of the payment amount and timeliness. I also provided the US Department of Education letter of approval for the payment amount for XXXX. The credit report that they pulled also shows the payment being reported prior to the Presidential Administrative Forbearance. In response to Presidential Administrative Forbearance issued due to the Coronavirus, my loan servicer placed my loans in automatic forbearance and stopped reporting to the credit bureaus. This was at no fault of my own nor was this at my request. The loan officer has indicated that due to the lack of credit reporting, the underwriting rules require that the 1 % of total student loan balance be used as the basis for calculating DTI. As such, this amount greatly exceeds the allowable ratio for approval. In response to this, he requested documentation to show that my student loans are being paid at a lesser amount. On multiple occasions ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) I have supplied the requested documentation and repeatedly inquired as to the sufficiency of such. Yet, they are insistent upon using the 1 % approach despite my having provided the requested documentation. After numerous calls and emails, the loan officer finally responded on XX/XX/XXXX indicating the application will be denied unless documentation can be provided to show the actual student loan payment. Yet again, I provided the requested documentation. This process has caused undue harm and financial loss. Due to the extreme and unnecessary delays the following has occurred : Exceeded the allowable amount of time for credit inquires to be consolidated under mortgage rate shopping provisions. As such, an attempt to apply for refinance with another company would require another credit inquiry, thereby lowering my credit score. Should I apply for refinance with another company, I would be unable to utilize the same appraisal due to the length of time that it took for them to provide my copy. As such, I would have to purchase another appraisal, thereby causing further financial loss. The rate lock period has expired while awaiting the loan officers response to my numerous calls and emails. Mental and emotional duress caused by the repeated failures to respond to calls, voicemails, and emails. This is by far the worst experience that I have had with a lender, and I deeply regret engaging in this process. However, considering the significant loss that I have already suffered, I feel that I must persevere in an effort to prevent further financial loss by starting the process again with another lender.
Company Response:
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: We bought a XXXX XXXX XXXX new. We got a loan from Citizen 's Bank of XXXX. We paid the loan off in three years. Citizen 's Bank was contacted, and asked to release the lien. They did not. Several times over the years, we asked them to release the lien. They said they would, and they failed. We gave our car to our daughter last fall. We found out the lien was still on the car. We called again, the guy said he'd take care of it. Evidently he didn't. Now our daughter is trying to title and license the car in Nebraska. She can't because of the lien. We called and called the bank again today ... ..no luck. They said it was released according to their records. DMV in XXXX says no, it still has lien on it. We need some help ... and this is timely. Our daughter needs help. Please, can you help us?
Company Response:
State: WI
Zip: 548XX
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I applied for a Citizen 's bank checkings + savings account in order to take advantage of their {$600.00} promotional offer on XX/XX/XXXX and was approved the same day. The promotion was a public offer by clicking on the following hyperlink : https : XXXX *Please note that the page does not exist anymore, but was a public online offer that was accessed by hundreds, if not, thousands of people. The offer is as follows : Citizens Bank is offering a bonus of up to {$600.00}. Bonus is broken down as follows : - Get a bonus of {$300.00} when you open a new one deposit checking or Platinum checking account and make a direct deposit of {$500.00} or more within 60 days - Get an additional {$200.00} when you open a new green savings or platinum savings account with a minimum of {$15000.00} not currently on deposit with Citizens Bank and maintain that balance for 3 months - Get an additional {$100.00} when you do both I completed the checkings Direct Deposit of {$500.00} on XX/XX/XXXX. I completed the savings deposit of {$15000.00} on XX/XX/XXXX. As of Citizens bonus payout time table, I was expected to be paid {$600.00} by XX/XX/XXXX. Till this day, XX/XX/XXXX. I have not received the bonus and have been in contact with multiple representatives from the escalation team, to the marketing department who have not been able to locate the promotion. They told me that are not able to do anything. I feel cheated out of my money, which was essentially a free loan for the bank. I feel deceived and ripped off from this institution who promised to pay {$600.00} for a person to complete their tasks ( which I did ) and as a user acquisition cost. They advertised this promotion and should honor it for those who have completed the terms. My money was tied up with citizens bank for the entire duration and I want to be fairly compensated as they promised for their promotion.
Company Response:
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I applied for a Citizen 's bank checkings + savings account in order to take advantage of their {$600.00} promotional offer on XX/XX/XXXX and was approved the same day. The promotion was a public offer by clicking on the following hyperlink : XXXX : XXXX *Please note that the page does not exist anymore, but was a public online offer that was accessed by hundreds, if not, thousands of people. The offer is as follows : Citizens Bank is offering a bonus of up to {$600.00}. Bonus is broken down as follows : - Get a bonus of {$300.00} when you open a new one deposit checking or Platinum checking account and make a direct deposit of {$500.00} or more within 60 days - Get an additional {$200.00} when you open a new green savings or platinum savings account with a minimum of {$15000.00} not currently on deposit with Citizens Bank and maintain that balance for 3 months - Get an additional {$100.00} when you do both I completed the checkings Direct Deposit of {$500.00} on XX/XX/XXXX. I completed the savings deposit of {$15000.00} on XX/XX/XXXX. As of Citizens bonus payout time table, I was expected to be paid {$600.00} by XX/XX/XXXX. Till this day, XX/XX/XXXX. I have not received the bonus and have been in contact with multiple representatives from the escalation team, to the marketing department who have not been able to locate the promotion. They told me that are not able to do anything. I feel cheated out of my money, which was essentially a free loan for the bank. I feel deceived and ripped off from this institution who promised to pay {$600.00} for a person to complete their tasks ( which I did ) and as a user acquisition cost. They advertised this promotion and should honor it for those who have completed the terms. My money was tied up with citizens bank for the entire duration and I want to be fairly compensated as they promised for their promotion.
Company Response:
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a checking account with Citizens Bank and owed a balance of {$2400.00}. What originally happened was my checks were stolen and someone made unauthorized charges on my account. I tried several times to get it cleared up but for some reason nothing was ever done. So because it was giving me bad credit I just decided to pay it off. I received a letter from an collection agency and was offered {$360.00} to have the account paid in full. This was paid back on XX/XX/20 for account ending in XXXX. They still were reporting incorrect information so I disputed this last year but it seems there if some things that should be removed. For instance on XXXX it shows charge off for Current payment status and worse payment status. The letter I received from Citizens Bank, which I attached states they would change this to XXXX in full which is not the case. XXXX says the same thing for current payment status not sure about XXXX. Plus not even sure why it still needs to say charge off when it has been paid in full.
Company Response:
State: RI
Zip: 02919
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with citizens bank and had transferred money to fund the new account ( {$500.00} ). They closed my account the following day saying I didnt qualify etc ; the {$500.00} transactions had posted on my original online bank account statement. I called citizens to see where my money and what they did with it. The following day they told me that had no information on that even after I provided them with transaction IDs and an email stating they accepted the funds ( they had emailed me the day I opened and funded the new account ). They said that it was cancelled but they couldnt see anything else since the account was closed. I notified my bank and they told me to contact them.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was put on forbearance with Citizens as I was laid off in XXXX XX/XX/2020. I make 75 percent of our income ( wife and I ). I am in the car business and had no idea when we would be able to work again. Citizens differed my payments. By XXXX I was back working. I called citizens multiple times, they have records, and I attempted to get off forbearance. I had logged online multiple times but was not able to make a payment online, I had to call. Wait on hold for hours sometimes just to be hung up on or transferred to XXXX. All because I wanted to pay my mortgage. Online I could only pay the full 4 months due and wasnt allowed partial payments. Which is assanine. Finally I was able to talk to someone and i paid XXXX dollars but I couldnt use it to go towards my payments in deferral only towards principal.!?!?! I then stated since I was backed by the fed that I wanted out of forbearance and my payments added to the end of my loan. They have made it absolutely impossible for me to PAY MY MORTGAGE, now I am broke again, I can not afford to pay XXXX dollars and I do not want to re mortgage my house. I just want my payemtnts deferred added to the end of my loan which is an option I heard the president of the United stated guarantee me I could do. I dont have time to XXXX around on hold and then to non decision makers at citizens bank. To as me to hold for hours Or to fill out paperwork and send taxes is bull XXXX. I lost my job because of COVID, along with the rest of the country.now I have to prove it? Did they not watch the news. Im not proving anything I didnt ask for anyone of this. Now I cant get help. Big banks, do whatever the XXXX they want they always have.
Company Response:
State: NY
Zip: 14626
Submitted Via: Web
Date Sent: 2021-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Citizens bank credit card management controls dont exist in the banking application. Your credit card management is only available online at another location and its not made clear anywhere how payments and auto pay are managed. When using Citizens banking application your credit account settings are completely opaque and the only way to make payments is by transfer of funds between accounts. When you use this method no previous payment arrangements are visible and the application will initiate contradictory instructions without a warning, thereby generating fees that should have been avoided.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A