Date Received: 2023-10-31
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX we agreed on a 24 month payment plan for XXXX XXXX XXXX. Upon our request ; we asked XXXX to send us proof that we signed a contract stating we agreed to pay for services over 24 months. We received from XXXX XXXX XXXX XXXX XXXX And XXXX form dated XX/XX/XXXX and the signature did not even come close to mine nor my wife 's signature. The form stated that we had agreed to a 60 month plan which was false. We also received a XXXXystem Purchase and Services Agreement dated XX/XX/XXXX. The signature on this form was no where close to mine nor my wife 's signature also. So these forms were fraudulently signed and stated we agreed to a 60 month plan instead of the 24 month plan we agreed to. The signatures on both forms do not even match, nor or they close to the same signature, which proves we did not sign these forms. Please review and respond to whatever steps we are to take next. Thanks! XXXX XXXX.
Company Response:
State: GA
Zip: 318XX
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: I spoke with XXXX XXXX of Citizen 's Bank yesterday about unresolved complaints I have submitted concerning the escrow account. In speaking with her, she disclosed that a representative with Citizen 's contacted the XXXX XXXX XXXX tax department and was informed that there is a balance of {$630.00} in unpaid property tax for the property from XXXX. XXXX XXXX told me that the XXXX XXXX XXXX tax department told the Citizen 's representative that the tax bill was sent to me directly. I told XXXX XXXX that I never received any bill from the City. I requested that XXXX XXXX provide me with all bills that Citizen 's was given by the XXXX. She told me that she could not do that because this information could not be extracted from their system. After speaking with XXXX XXXX, I contacted the XXXX XXXX XXXXXXXX tax department by phone and by email. I spoke to an employee with the department who told me that the {$630.00} tax bill was not sent to me. It was sent to a Citizen 's Bank in Texas and then re-routed to a Citizen 's Bank in XXXX XXXX because the bank in Texas informed the taxing authority that is where the tax bills needed to be sent. The bill has never been paid by Citizens via my escrow. When I closed on the property on XX/XX/XXXX, I deposited {$1000.00} into escrow at closing and I paid {$340.00} per month into escrow thereafter during XXXX. I was refunded {$520.00} at the end of the year of XXXX. I have no idea how the refund was calculated. I have requested of XXXX XXXX to provide an accounting of this. I have also requested verification of taxes paid in XXXX as reflected on form 1098 issued to me by the bank. This form reflects that I paid {$7900.00} in real estate taxes but the escrow account does not reflect this. In short, this is a hot mess due to Citizen 's Bank ineptitude and indifference they have exhibited towards me since day one of my contact with the loan officer who was absolutely awful in processing this loan.
Company Response:
State: NM
Zip: 87109
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: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/23 my purse was stolen from my vehicle. I filed a police report and canceled my debit and credit cards. Somehow my actual bank account wasnt closed. On XX/XX/23 I signed in to my account after receiving a phone cal from a XXXX XXXX asking if my purse was stolen because a female fled the bank in the north east corner of ct after they told her to wait a couple minutes as she was trying to cash a {$3000.00} check. and saw that there were debit memos- not sure what that is, where someone withdrew {$2500.00}, and {$2600.00} on XX/XX/23. I filed a claim on XX/XX/23 with an agent named XXXX at XXXX pm. I have been checking in on the claim with the local branch, since the XXXX number has me on hold for XXXX minutes before anyone picks up and I often have to jump off before someone answers. Today I followed up again with XXXX at XXXX Citizens bank, and she told me that citizens bank is still waiting on information from the other bank for their investigation. I called the XXXX number and spoke with an agent- after being on hold for XXXX minutes who told me that no claim was ever filed! I am not in the position to just lose {$5100.00}. I need that money to pay my bills, mortgage, and feed my kids. At this point I feel like Ive been too patient believing that Citizens bank will get my money back in my account, and I no longer believe that they will. This entire situation has been grossly mishandled and has put me in a position where Ive had to borrow money from family and had to pay late fees and interest on my credit card.
Company Response:
State: CT
Zip: 063XX
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: 2023-10-29
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Resurrection of a settled debt filed in the courthouse, XXXX XXXX 2015 by XXXX XXXX XXXX, XXXX Ks, seeking restitution more than 7 years later after their client collected said property, and issued and filed a memo stating the debt was settled in full. Stating in writing more than 7 years later that they made a mistake and now want to re-open the settled account and collect with interest. Double jeopardy, tried to explain in court to the judge, found the settlement papers were missing from the courthouse files and had to get an Attorney to get them to acknowledge that we had the papers in our possession. Still declined that the papers were valid, as XXXX and the XXXX said it was their right to renege on the agreement. Its too much like the XXXX case. It smells of fraud.
Company Response:
State: KS
Zip: 665XX
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I re-submitted a complaint on XX/XX/23 about Citizens Bank depositing escrow surplus funds that are due to be refunded to me. XXXX XXXX from Citizens Bank called me on this same date and left a message for me to call her back. Today, I have called her direct line, emailed her, and called customer service for her to call me back. I have yet to get a response. I am XXXX to hear from her because Citizen 's Bank owes me over {$11000.00} that by law must be refunded to me. I want to know the status of repayment of this money. I want to know the status immediately!
Company Response:
State: NM
Zip: 87109
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: It will be a year in two months this account has been frozen. No one has reached out or return phone calls. On XXXX I spoke with a unknown woman from Citizens Bank. She stated that my Business checking account with " XXXX XXXX XXXX XXXX XXXXXXXX XXXX " was on hold because my business address didn't match, she also stated that my license number didn't go to anyone, she questioned me about why i get my license in XXXX of XXXX. She also stated my ssn wasn't registered to a person. This unknown woman stated once I went to the bank to fix errors she would release my funds. Once i went to the bank I filled out a w-9 form, I gave the banker a copy of my drivers license and ssc. The banker brought to my attention that the first 3 numbers were different in the system than what was showing on my ssc ( updated ) Human error. Also he ran my drivers license number and it came back valid. I don't understand why this unknown woman lied and said my license weren't valid. I contacted the unknown woman back. The text messages are attached. Please look at attchments. This woman lied to me she did'nt release my funds like she told me she would. I've been trying to reach out to unknown woman she will not return my phone calls or text messages now. I sent this person personal information via text message I'm not even sure if this is legit at this point. All I want to know is wny my account on hold and why am i being investigated. I feel this is XXXX profile for the fact this unknown person stated she doesnt understand my bank activity. ( This is my bank account therefore my banking activity has nothing to do with anyone as long as i'm not commiting fraud. ) My company did a background check on the iphone cell phone XXXX. The background check shows a XXXX XXXX or XXXX XXXX as the owner. Email address XXXX XXXX XXXX XXXX
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The bank reported a deliquent account which they were supposed to close. I went into the bank to close all accounts and paid to have the accounts closed. Before leaving the bank I was told that all accounts were closed. However, I received a 30 day delinquent notice on the credit line which was supposed to be closed. I worked with their team to discover what caused the issue and learned that the staff did not know how to navigate and properly close the accounts. They acknowledged their error, with their credit team ( on the phone line, i walked to the bank with the bank 's credit person on the line ) on the line and and was told that they would resolve the issue. This was over a year ago and I'm still trying to get help to resolve the issue. I've contacted credit buearus, multiple contacts at Citizens and have missed work trying to resolve this. Although I received letters from the bank stating that they would remove the delinquent marks, they continue to report the account as having been past due XXXX and XXXX days. It's been a vicious cycle and I'm tried to resolve this amicably but have had no success. The issues has also delayed me from move forward with other personal matters such as relocation and job advancement.
Company Response:
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I tried making my first XXXX withdraw requests from Citizens online bank totaling {$6000.00} split between XXXX of my savings accounts. These funds were to be deposited back to the same bank account where the money originated using XXXX, but they were almost immediately denied, and all my accounts became frozen. In the time since, I have called customer service numerous times and even spoken to their managers, but they have each given me no useful information nor a timeline of when my funds would be made available again. They would not even allow me to close my frozen accounts.
Company Response:
State: CA
Zip: 91801
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened a checking and savings account online on XX/XX/23 with Citizens Bank. While setting up that account, I also set up a {$550.00} dollar transfer from a XXXX XXXX account. I also signed up for the mobile banking. Then my account got blocked and was no longer able to access my online bank and everything was put on hold, including the transfer. I called customer service who informed me that I needed to go inside the branch and show a proof of address. I scheduled an appointment for that same day. I called the branch 30 minutes before my appointment just to make sure that I was bringing in the proper documents. They informed me that their system had been down for hours and they were not going to be able to see me. XX/XX/23 I walked into the branch, waited in line for over 30 minutes and was told that I could not be seen since I did not have an appointment. I immediately scheduled an appointment for XX/XX/23 with the branch manager XXXX XXXX. I showed up for my scheduled appointment and had to wait in line for over 30 minutes. It seemed as if the Manager was talking first come first serve, although I had just gotten turned away 2 days prior for not having an appointment. When it was my turn the manager immediately told me that she couldnt help me with my issue because she had other appointments to get to. She reluctantly took me but I didnt have the right document. I scheduled another appointment for later that same day to provide the proper documentation. When I came back I waited in line for over an hour and 15 minutes. The manager brushed me off to one of the regular tellers who kept having to ask her for her help. The teller verified my address on the computer but didnt even look at the document that I was told I needed to bring in. My account was locked for 2 days after this date. I called customer service and they advised that I had to speak with them and a branch representative at the same time in order to rectify my issue. I scheduled an appointment on XX/XX/23 at XXXX with XXXX XXXX so we can call customer service together as advised and just quickly verify my identity and address. I show up to my scheduled appointment and have to wait over 20 minutes. When it is my turn, I explain to XXXX XXXX whats going on and that we have to quickly call customer service in order to unblock my account. Before I could even finish my statement, she cuts me off by telling me that she can not help me because she has other appointments to tend to. I explain to her that I have a scheduled appointment with her and I refuse to be brushed off for the third time at this point. I explain that my appointments are not being honored and my issue is unresolved. She proceeds to tell me that it is my fault for opening an account online and not in the branch. She repeatedly said she was not helping me because the branch was short staffed and tried to take the next customer while I was still sitting in front of her asking her to honor my 30 minute appointment slot. She demanded that I push over to the side and she would have another teller assist me but I had to wait. When I moved aside so she can take the next customer and so I can reach a customer service rep on the phone, she started to talk about me and mock me to her coworkers and the next customer right in front of me. She even said Look at you, still need my help? Trying to humiliate me for still needing assistance after being rejected by her. When I finally got hold of a customer service representative, she was ignoring me while I was asking for help. One of the tellers ended up trying to help me to the best of their ability but my account is still locked. I tried calling customer service again after leaving the branch. They tried to call the branch on three way to try to get it resolved but they were hung up on by the branch manager. That customer service representative put noted in the file about the unprofessionalism. I filed a formal complaint with Citizens Bank but my issue is yet to be resolved and I have a {$550.00} transfer on hold. I feel embarrassed, ridiculed and belittled after leaving the branch. XXXX XXXX was the most unprofessional person I have ever encountered in my entire life.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: My name is XXXX XXXX Im a citazens account holder I deposited a check in to my account back XX/XX/ and for some reason that my bank has put a hold on my money and has refused to give me my money the hold was ment to expire XX/XX/ and I still havent received my money the bank has now extended the hold again till XXXX next year no body has helped me Im getting very annoyed and dont like the way I have been treated if some body could help me with this situation I would be very great full thank you my phone number is XXXX if someone call me
Company Response:
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A