Date Received: 2021-02-19
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: on XX/XX/2021 I applied for a citizens bank one deposit checking account. I immediately received a declined email. there is no information regarding as to why it was declined. upon further investigation into my credit report, i do not have any collections with the institution, I have called the institution and they have been unable to give me information as to why it was declined. i was transferred over to the fulfillment department from customer care, who stated they do no work with previous applications that have been statused. they transferred me back to customer care, after 20 minutes on hold, someone picked up and they stated that they are unable to help me, i would need to speak to fulfillment. I informed them that I just got off the phone with that department and they can not help me. they stated they are unable to assist and hung up on me.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is the second time this has happened in a year. I was charged an overdraft fee of XXXX on pending items that were not overdrafted and my account balance was positive when the overdraft fee was applied. The charging of the overdraft caused my account to overdraft and then I was charged XXXX more in overdraft fees! I understand if I truly overdraft something but these charges I am being overdrafted on for XXXX didnt even fully come in and leave pending status until after the XXXX was charged. Citizens Bank was sued for this very practice some years ago and had to return fees collected to it's customers. I am very upset as I tried to reconcile with the supervisor on the customer service line and she would not listen to me or look at my account, she only wanted to tell me the overdraft policy. I know what the policy is. She would not look at my account or hear me out that the account was POSITIVE when the fee was charged. At no time was it ever negative on my mobile app or my online account, in fact I added XXXX to make sure it would not go negative when the pending items came in as cleared.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I noticed unauthorized charges on my checking and savings accounts. Most of these charges were ATM transactions. I don't normally use my debit card because the majotiry of my transactions are online in which my card information is stored already and to pay bills which is done by ACH. The amount of ATM withdrawals that were made from my checking account total {$6500.00} and from my savings account in the amount of {$18000.00} for a total combined withdrawals of {$24000.00}. These transactions go back to XXXX of XXXX and I am only reporting these right now because I was unaware that these took place for the reasons I stated above. On XX/XX/XXXX I received letters about my claim and they informed me that they completed their investigation and no credits were going to be made to my account. I contacted the claims department shortly after and requested that a claims representative contact me back so this could be better explained to me. I received a phone call from a claim rep on XX/XX/XXXX and she told me that since a PIN was used at the ATM for these transactions. They consider that to be a reason for denying my claim. When asked to explain further, she said the following. Since a PIN was used they believe that I did not choose a strong enough PIN or I didn't secure my PIN good enough where it would have not been so easy to obtain. She also stated that a Claims Manager noted my account closed and that this claim will never be reopened and investigated again. This is totally outrageous that since I didn't choose a strong enough PIN, then someone stole my card, figured out my PIN and made all these withdrawal. That my account is not going to be protected and I am never going to receive any of my hard earned money back. Shame on you Citizens Bank, you are in the business of providing a financial service and to protect your customers financials, assets, etc. Why would I ever do business with a company like you if I didn't feel like I was going to be protected? If that is the case, why wouldn't I just keep my money in shoe boxes and not trust that you are going to do your job and protect the rights of all your customers? This is bad business practice and you should be ashamed of yourselves.
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hello, I have had an auto loan with Citizens Bank ( it is now paid off ). In XX/XX/XXXX I submitted a payment for the XXXX & XXXX loan amounts that were due, however, due to COVID and the XXXX holidays, I did not see the check being delivered or cashed by the Bank. When I called to check on status of the check being received on XX/XX/XXXX, I was informed that the payment was not yet received and it was reported as 30-days delinquent to XXXX. Immediately on the phone I processed a payment to bring the balance up to date, and two-days later the check was received and cashed by the Bank. Citizens Bank informed me that they were experiencing mail delivery delays due to the Holiday season and the effects of COVID 19. I asked the bank to remove the delinquent reporting since it negatively affected my credit score, and a dispute was initiate ( dispute # XXXX XXXX. In XX/XX/XXXX, I received an alert from XXXX that the negative mark on my credit report was removed, only to find out few days later that it was re-instated and again resulted in a negative impact to my credit. One would think that, especially during the COVID crisis, this Bank would work with its customer favorably, especially when no loan defaults occured and the Bank was 100 % made whole in a timely manner. Regards, XXXX XXXX https : //www.citizensbank.com/auto-loans/auto-finance.aspx
Company Response:
State: NJ
Zip: 07410
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I accepted a forbearance plan on mortgage during COVID. In XXXX, I agreed to a loan modification for the five payments that were missed. Despite being in forbearance longer, I made payments including two in XX/XX/2021 as part of the loan modification agreement. Citizens were slow to process the modification and incorrectly reported the mortgage delinquent despite have the agreement in place and months of payments held in " suspense ''. They admitted that this was done in error but refused to give me written documentation stating that I was not delinquent and said they would try to fix it in a few weeks. My current loan statement remains incorrect despite many calls to try and rectify. The government 's COVID assistance was a lifeline for many of us but Citizens Bank has turned that into a nightmare.
Company Response:
State: NV
Zip: 89148
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens bought Franklin American Mortgage who had been servicing my home mortgage. After approximately 12 months of Citizen 's servicing I decided to pay off my mortgage. All payment to citizens had been made via their website where my bank account was linked and payments were ACH 'd from my bank to citizens. With each payment there was a disclaimer posted that final payoff payment could not be done electronically and must be mailed. So, i made my final electronic payment in early XX/XX/2021 but i made it for approximately {$400.00} less the loan balance. I then requested payoff information. The payoff info that came said that my final payment of approximately {$400.00} had to be made via wire transfer or Cashier 's check. Out of convenience and principle I called Citizens ( spoke to XXXX ) to ask why I couldn't send a personal check or to ask if could deduct the cashier or wire fee from the amount I was sending them. I was told i must send a wire or CC for the full amount and that was not their policy but was the policy of the investor XXXX XXXX XXXX ). I called XXXX XXXX would confirmed that this was NOT their policy and they had no preference how I paid the servicer. I then requested from the Servicer documentation of where i accepted the terms and conditions stating my final payment would be different than every other payment and where i accepted responsibility for charges associated with arranging this special payment. I was told that they would have to charge me to send me my consent ( which i am sure i never gave them ). We remain at an impasse regarding my loan payoff.
Company Response:
State: MS
Zip: 39564
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the 3rd time this situation has come up with this company. I received letters via regular mail. The latest one is dated XX/XX/2021. It is a bill for {$2500.00}, which states that it includes an overdue payment from XX/XX/XXXX for {$1200.00}. First -- why would I get an overdue notice for 4 days past the XX/XX/XXXX? I paid the mortgage on the XX/XX/XXXX and have an email from the company dated XX/XX/XXXX, that states my payment of {$1200.00} was received! I had actually paid it on the XX/XX/XXXX. Apparently payments take a few days to record on their end. I am not late making my payment, nor have I EVER been.
Company Response:
State: WA
Zip: 98584
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Notified Citizens bank not to pay taxes and insurance from escrow since these invoices were not correct. Bank paid anyway causing temporary, false escrow shortages. Bank subsequently increased monthly escrow amount based on overinflated values. Customer then paid over {$800.00} to opt out of escrow. Bank issued a letter stating that the escrow account was closed per request of customer. Thinking the matter was resolved and within a few short weeks, same bank sent a demand letter for escrow funds to place in escrow so they could hold the customers money, to pay insurance in the upcoming year. Bank told customer in latest letter that the monthly payment will increase to cover this so called escrow. Ordeal has been ongoing for four months, and meanwhile the customer is hit with monthly escrow payments again, after the customer paid to waive the escrow option.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX our personal checking account was defrauded of {$8800.00} using a fake passport as Identification. The bank reviewed the transactions with us while on the phone. They confirmed two checks were written and cashed at their XXXX, PA branch. Our branch is in XXXX, PA ( hundreds of miles away ). Those checks bounced and the bank emptied our account to cover the checks. They said an investigation would begin and our funds should be returned within 7 days. It's been 16 days and our funds have not been returned. We have contacted them several times over the past two weeks and they say they are still investigating. We need your help. We are XXXX citizens and need these funds to live.
Company Response:
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Money was stolen from our bank account and the bank is refusing to refund it. We were trying to get a refund for a purchase from XXXX ( which ended up being a fraudulent site ) and instead of issuing a refund they took {$4400.00}.
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A