Date Received: 2021-01-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed out of {$2000.00} by someone pretending to be Citizens Bank. I received texts stating, " Citizens Bank Fraud alert- reply Y or N if the purchases are authorized. '' I then selected " N '', and received a text saying, " Thank you, Citizens Bank will be with you shortly. '' Then, someone on the phone told me that a claim was put in and asked me to verify my email. It was only after the fact and after going into the branch that I realized it was a scammer all along. The scammer hacked into my online banking and used a service called XXXX to send himself payments of {$1000.00}, {$900.00}, and {$100.00}. I could not access my online banking so I knew something was up, so I went into the branch at XXXX XXXX in XXXX, MA on XX/XX/XXXX. I was told that a claim had been filed and I should get all the money back by the end of XXXX by XXXX XXXX XXXX and XXXX XXXX. By the end of XXXX, I called the bank once more as the money was not returned. The fraud department told me that they could not find a claim. So, we had to submit a whole new claim as the bank either lost it or a claim was never filed and I was lied to. After filing the new claim, I was told that a provisional credit would be given to me so that I would get the {$2000.00} back. Once more, I did not get a provisional credit and contacted the bank once again. XXXX told me that they are just backed up and I should get the money back. Then, I received a letter in the mail dated XX/XX/XXXX, from Citizens Bank which stated that they dispute the claim saying that the {$2000.00} was authorized by me ( which it wasn't ) and thus, they will not credit me the {$2000.00}.
Company Response:
State: MA
Zip: 01876
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have a home for a year now .the bank claimed my taxes increased I showed them the proof from my city that it did not and they refuse to rectify it. I have gone back and forth for a month now. I am aXX/XX/XXXXworking covid cases and a single parent .This is abuse from the bank. I have never missed a payment.
Company Response:
State: NJ
Zip: 07106
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a mortgage with Citizens Bank. Due to Covid 19, I entered into a forbearance plan. On XX/XX/2020 I phoned the bank and requested to be out of forbearance, agreeing to a balloon payment at the end of mortgage.. On XX/XX/2020 they told me it was accepted. Thats a 2 month delay! I have been regularly making my monthly payments. Although they said they sent me a letter about the plan ending, I never received anything by mail or email. I have called them NUMEROUS times requesting the letter because I am refinancing my mortgage and I need proof of being out of forbearance. The phone calls have been to no avail. The representatives are all in XXXX on internet phones and I can not understand them due to poor connection and language. I have repeatedly asked to speak with a supervisor in the USA. On three occasions I was promised a callback that never came. I need this to be resolved ASAP so I can settle my refinance. I am beyond angry and frustrated.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: When I applied for XXXX XXXX XXXX XXXX and got approved, my credit score was XXXX. Six days prior I had looked into my credit report and found my credit score at XXXX. So, I had applied for a credit card with Citizens Bank which was denied, because of the two different conflicts of credit scores with XXXX.
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a Citizens Access savings account. On XX/XX/2021, I electronically transferred approximately XXXX from this account to my business account at XXXX XXXX XXXX. The transfer was supposed to happen within 2-3 business days. As of XX/XX/2021, the transfer was not completed, although my Citizens account reflected the withdrawal. I contacted Citizens Access and was told that it would be investigated and that someone would call me the following day. As of late evening on XX/XX/2021, I had not received a follow-up phone call. I contacted Citizens Access again this evening. After an additional 45 minute phone call, Citizens Access was completely unable to tell me where my money was. They confirmed it had been withdrawn from my account, but they werent sure where it went. All account information was confirmed. I am not sure how to proceed.
Company Response:
State: NH
Zip: 03833
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2020 went to the bank to used the atm card.My card got stuck the screen went black looked at my statement there was a XXXX unauthorized withdrawal
Company Response:
State: MA
Zip: 02745
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end of last year, I requested from Citizens One XXXX XXXX the ability to do my own escrow of taxes and insurance. I was told on the phone call that something would be mailed to me at my home soon as that information could not be provided over the phone. I then received an e-mail telling me it would take 30 days and there would be a fee involved. I have filed a XXXX complaint but XXXX just told me the company is not responding. I have been in contact with XXXX XXXX of Citizens but so far nothing has been done. I have requested a copy of their escrow policy to make sure I'm getting what other customers get but so far nothing received. I can forward all the e-mail correspondence if you need it. I want to be released from escrow without a fee and I want Citizens written policy on release of escrow to make sure I'm being treated as all their other customers.
Company Response:
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Fir the last 4 months citizen bank mortgage department has been putting road block after roadblock up while I was applying for an equity line of credit. I should have qualified, but they continually asked repeatedly for documents I already sent ; then they had me send documents to many different people ( via email ) Each time I have sent them information, they kept asking for the same information in a different way. I am a long time premier customer, who has been treated like I dont have any money to back up my qualifications for this loan. I feel they are dragging their feet because of my age, and gender, snd marital status. There is plenty of documentation that should allow me to qualify. They have made plenty of money from my accounts, over the years from Mortgages and pension program I started there. I have a great credit score and money to back up the equity line of credit. I feel their mortgage department should be investigated especially denials to customers, who are older, female, and single.I
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on the sale of our house at XXXX XXXX XXXX, XXXX, NY on XX/XX/2020. Citizens was send a check over night via XXXX by our lawyer. Another check was sent to XXXX for our Home Equity at the same time. XXXX received their check and credited our account and paid off the Home Equity. Citizens is saying they did not receive a check, just some paperwork on the XXXX. They never contacted us regarding only supposedly receiving a letter to payoff our mortgage. We have been trying to work with a few different people to no avail. I have been in contact with the supervisor of Customer Service, XXXX. She doesn't return phone calls when she says she will, and I left a message again today with no return call. They have, since we have spoken to them about this, now paid taxes on a property that we no longer own.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have been a customer at Citizens Bank for more than 4 years. Over the past two years, my accounts have been frozen without any notice or explanation and I believe this has been targeted towards me based on my nationality. The branch manager where I opened the account personally supervised the last hold on my account ( XX/XX/2019 ) and was asking for documents to prove my legal status in the United States. They held my college tuition and caused me great distress. I asked about the nature of the investigation three times, and every time I was ignored. This year around the same time, there was another hold put on my account, and my credit card payments which are auto-pays were returned by the bank. I still do not have access to my account and I can not transfer any funds. I have been in touch with every representative from customer support to the office of the chairman at this financial group for two months and there has been no action regarding the matter. I was given this number ( XXXX XXXX XXXX ) to resolve the issue. After speaking to XXXX, and being promised full access to my accounts and a call back regarding the reason for the holds two months ago, I still can not access my accounts or even withdraw the funds.
Company Response:
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A