Date Received: 2020-06-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: TO WHO IT MAY CONCERN, OK I HAD A CARD MASTERCARD WITH CITIZENS BANK CARD ENDED IN # XXXX I HAD TO CANCEL THIS CARD MANY MONTHS AGO SO MORE CHARGES WOULD NOT OR COULD NOT BE MADE THERE ARE CHARGES FROM XX/XX/2020 FOR ITEMS I NEVER GOT AUTHORIZED OR RECEIVED THE COMPANY USES XXXX FAKE NAMES NO VALID EMAILS NO VALID PHONE NUMBERS ONE IS NAME LEAFY CLOVER THERES TONS OF BBB COMPLAINTS ON THEM I WAS TOLD BY THE LADY THAT HANDLED MY CASE IN FLORID, ALSO CHARGES WERE MADE BY A NAME XXXX XXXX FROM XXXX XXXX, BOTH NAMES ARE FAKE BOTH COMPANYS I NEVER AUTHORIZED TO CHARGE MY CARD BOTH ARE FAKE FRAUD SCAM CON ARTISITS, THIS IS FROM XX/XX/2020 TILL NOW. SO THERES 2 CHARGES 1 IS FOR {$89.00} AND ANOTHER NOW MONTHS LATER WITH A DIFFRENNT CARD # I HAD TO GET CAUSE I CANCELLED LONG AGO # XXXX NOW THERE STILL MAKING CHARGES ON MY NEW CARD WICH CITIZENS BANK GAVE THEM THE NEW NUMBER TO CHARGE MY CARD ITS UNREAL I NEVER GOT ZERO MERCHANDISE EVER I WILL NEVER EVER PAY ITS CORONA VIRUS SCAM ITS GOT TO DO WITH FACE MASKS I NEVER EVER GOT OR AUTHORIZED DONT KNOW NAMES OF THE FAKE XXXX COMPANYS I WENT TO BBB FLORIDA, I WENT TO CORONA VIRUS SCAM HOT LINE FOR FRAUD, I WENT TO F.B.I., I WENT TO ATTY. GENERAL, I WENT TO COMSUMER AFFAIRS I DO NOT HAVE THE PAPERS NO MORE CAUSE WHAT HAPPENED IS I GAVE ALL THIS PROOF VIA REGUALR MAIL AND I MADE TONS AND TONS OF CALLS AND I MADE TONS AND TONS OF EMAILS AND THEN AFTER ALL THAT I GOT A LETTER XX/XX/2020 FROM CITIZENS STATING TO ME THAT AFTER ALL REVIEWS AND INVESTIGATION THAT AFTER MAKING THIS CREDIT TEMPORARY THAT AFTER ALL I SUBMITTED THAT NOW I NEVER WOULD HAVE TO PAY THE CHARGES THAT THERE OFF PERMANANT OK GREAT WONDERFUL UNTIL LIKE 2 WEEKS AGO NOW XX/XX/XXXX, II GET ANOTHER LETTER AFTER THE XXXX L ; ETTER SAYING CHARGES ARE OFF AND WILL BE OFF PERMANANT I GET A LETTER XX/XX/2020 STATING THAT NOW THERE UNABLE TO SETTLE THE DISPUTE AFTER THEY DID ION XXXX THERE INSANE MENTAL THEY SAY THAT NOW I HAVE TO PAY THE MERCHANT THEY SAY SAYS THEY DELIVERED MERCHANDISE. THERE INSANE WHAT MERCHANDISE HOW WERE WHEN I GOT NOTHNIG I NEVER EVER GOT OR AUTHORIZED THE MERCHANT IS NOT A MERCHANT ITS A SCAM FRAUD, ALL PHONE NUMBERS ARE FAKE AND NOT VALID ALL EMAILS ARE FAKE NOT VALID AND IF SO WERE THE XXXX A LABEL, WERE THE XXXX TRACKING NUMBERS, WERE THE XXXX PROOF OF A DELIVERY WHEN I GOT NOT A THING WERE AND WHAT MERHCNADISE CAME WITH WHO WITH FED EX WITH UPS WITH REGULAR MAIL, YOU SEE ALL TIMES THINGS ARE ORDERED AND DELIVERED THERES TRACKING NUMBERS I WANT TO SEE PROOF OF TRACKING NUMBERS AND PROOF OF DELIVERY WICH IS IMPOSSIBLE CAUSE ITS A SCAM ANBD I GOT ZERO AND AFTER SAYING IN XXXX AFTER I PROVED IT ALL AND EVEN CANCELLED AND CLOSED DOWN MY CARD ENDING IN # XXXX THEY THEN DECIDE TO TELL ME MY COMPANY CITIZENS THAT I SHOULD PAY YOU MUST MUST TAKE SWIFT ACTION AGAINST THEM ...
Company Response:
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a new checking account with an advertised bonus of {$200.00} after {$500.00} direct deposit. I received a {$500.00} direct deposit on XX/XX/2020. To date, as of XX/XX/XXXX, I have not received the {$200.00} bonus.
Company Response:
State: CT
Zip: 06830
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My debit card was used for several unauthorized transactions. XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX, XXXX, XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX Have contacted Citizens Bank regarding a denial of my fraud claim. There is NO ONE to talk to, people keep passing the buck and saying, oh, someone will call you in 2 days. And no one does. The Fraud office is closed and all we get is the someone will call you in 2 days. The bank is stealing from me, and it's my suspicion that all fraud claims are initially denied, thereby allowing the bank to collect more interest. I'm XXXX, live on Social Security and {$440.00} is a lot of money to me!
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I submitted a refinancing application with the same lender of my mortgage - Citizen One of Citizens bank NA. I was offered very good terms on a disclosure agreement and I signed it and paid over {$500.00} appraisal fee. Closing date was set to XX/XX/XXXX, and they couldn't close due to conditions restrictions. I wasn't ' told what conditions were. I couple of days ago I was told that I was clear to close and closing date would be XX/XX/XXXX. The mortgage loan officer XXXX XXXX called and apologized saying she got my figures wrong and she explained my interest would be 0.5 % higher. I said that I need to see this in writing. Today, I was scheduled to close at XXXX XXXX and I still didn't have any final disclosure on the fees and interest. I called her and requested the document and she send me one that not only had 0.5 % higher from what was initially offered, and rate was locked in an agreement, but also she added almost {$2000.00} in points that I didn't agree to. She practically unilaterally broke a signed agreement I had earlier not only with a locked rate but also with amount of points. It is unbelievable that she intended to not to provide me with a disclosure statement before the signing! I would like that Citizen One Home loans honor that agreement they had with me and the rate they told me was locked. I would provide you with all the documentation evidencing all this.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX, Citizens Bank reported my auto loan 30 days late. In XX/XX/XXXXwe applied for a 3 payment deferment because of Covid-19 and was approved. My job closed on XX/XX/XXXX and The 3 months covered were XX/XX/XXXX, XX/XX/XXXX& XX/XX/XXXX with our next payment being XX/XX/XXXX. I contacted Citizens bank on XX/XX/XXXX by phone and a faxed request when I was informed that my credit had dropped by 90pts. The representative at the time said it would be corrected by the following Friday XX/XX/XXXX. I called in and no one could find my request and there were no notes in the system. i refaxed the same request and was told it could take a few days. I called today, XX/XX/XXXX and now the supervisor tells me it would take 30 days and the notes state that its only being reviewed. I would just like my account and credit score corrected.
Company Response:
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-08
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I opened One Deposit Checking and One Deposit Savings accounts with Citizens Bank online using a link for a promotional offer on their page. I completed all requirements necessary to receive the promotional bonus promised per the terms and fine print, and did not receive the bonus in the promised time frame. Upon opening the account I called and spoke with a customer service representative who confirmed for me that the promotion was indeed attached to my new checking account. The terms of the promotion were as follows, copied directly from the offer page which is also attached to this complaint : " To earn a {$300.00} bonus, open your first new personal checking account, excluding Student Checking, between XX/XX/XXXX and XX/XX/XXXX and have at least one single direct deposit of {$500.00} or more post to your new checking account within 60 days of account opening. To earn a {$200.00} bonus, open your first new personal checking account ( excluding Student Checking ) AND open your first new personal savings account on the same date between XX/XX/XXXX and XX/XX/XXXX with a minimum of {$15000.00} not on deposit with Citizens Bank that remains on deposit until date stated in the table below. To earn the additional {$100.00} bonus, you must qualify for both the {$300.00} and {$200.00} bonuses noted above. '' On XX/XX/XXXX, well within the 60 day eligibility period, I received a direct deposit to my account of {$510.00}. In my Citizens One Online Banking Portal, this was indeed confirmed as a " Direct Deposit. '' I have attached a screenshot of my online banking portal. According to the offer page, as somebody who opened my account in XX/XX/XXXX and completed my direct deposit requirement within 60 days, I was guaranteed to have received a {$300.00} " Balance Builder Bonus '' before XX/XX/XXXX. In mid-XX/XX/XXXX I called and spoke to a customer service representative who confirmed to me that I had completed the requirements and I would definitively be receiving the bonus before XX/XX/XXXX. On XX/XX/XXXX I called and spoke to a customer service representative named XXXX XXXX who confirmed to me that I had completed the requirements and I should have received my bonus. Ms. XXXX opened an investigation into the matter under case number XXXX, and promised me that somebody would be reaching out to me ASAP. It is now XX/XX/XXXX and I have received no communication, and have not yet received any bonus. Thank you.
Company Response:
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2020-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened checking and savings accounts with Citizens Bank specifically to earn a promotional bonus. Only part of the promotion was credited to my account. Please see attached for more details.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I was targeted by mail and applied online through Citizens Bank 's website for a checking and a savings account with {$600.00} bonus last XXXX. It took them until XX/XX/2020 to get back to me and ask me for identification materials. They approved my application on XX/XX/2020. I met all the requirements, but they are not honoring the bonus, claiming that my account was opened on XX/XX/XXXX, and the offer had already expired on XX/XX/XXXX. 1 ) I applied when the offer was valid, and the delay was due to Citizens Bank 's slow processing. 2 ) I was contacted for additional material but was not informed that the offer was going to expire on XX/XX/XXXX before my account would be opened.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2020-06-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-04
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: In XXXX, I had opened a joint checking account attached to my mothers via Citizens Bank ( formerly known as Charter One ). I was vaguely aware when I had the account set up that I would have overdraft protection that was never fully explained. To my understanding at the time, as well as now ( 11 years later ), my overdraft protection would pull from my savings account. On XX/XX/XXXX I attempted an online transfer of {$110.00} into my savings account from my checking, and it was transferred into an account called my ODP Checking. I've always seen this account online, but never had anyone explain this to me so I never touched it because my banking was also attached to my mothers. Once the amount was in accidentally transferred to account, I could not undo my mistake, or re-transfer the money to the proper savings account. It was stuck there. Over the course of the following week I called Citizens Bank customer service twice. Each time I was dismissed by the representatives saying the money would go bounce back into the original account after a few days. It never did. When I called customer service a third time on XX/XX/XXXX to understand why this happened, the representative said she knew exactly why. She began to explain that the ODP account was actually a line of credit that my bank claims I agreed to open when I started my account at the age of XXXX. She went on to say that I currently owed {$850.00} for on the line of credit that began in XXXX. I apparently started to acquire debt when over drafting a total of {$3.00}, and an additional charge later on ( The she told me about yet I dont have access to viewing proof of ) that began to accumulate 21 % interest per month ever since. Apparently each month the bak would pull {$20.00} from my checking account to help me " pay off the line of credit ''. The assumption that any amount in overdraft was transferred from savings was false. At this very young and naive age I never recall agreeing to having a line of credit, nor my mother agreeing to sign me up under the age of XXXX to have access to credit of any kind. I'm not sure if this was something that wasn't properly explained to us, but it feels like manipulation and fraud. The customer service rep insisted that it had to be one of us who agreed to this, which is either not true, or that they had signed up an underage customer for a line of credit that was not properly explained to her or her guardian with the proper repercussions. The representative said that she receives many calls each day of customers not knowing that Citizens Bank had attached a line of credit to their accounts. To make matters worse, I had no idea that I was in debt of any kind with them for over two years. My email address has been attached to the account, and each month I have never received any type of notice from them that I currently owed such a high amount. This statement also does not come up anywhere on my online banking, and now I can't even access the account itself. When I tried to go back through statements on the ODP line of credit, the website claims there's " no history of transactions '' making it impossible to view any statements from any online browser. The rep said I must try multiple browsers, clear any cookies, cache, and refresh my log in before it can be attempted to viewed. In addition to this, once gaining access to any type of statement, it does not show the credit amount that is owed, and makes it very difficult to read. With the lack of bank notices for two years, incredibly high interest rates, and intentionally withheld information via their website, it is absurd to me that I can call customer service three times before finding out that I owed a unknown debt of over {$900.00} ( this includes the {$110.00} transfer ). If I had not continued to call and inquire, the amount would have kept increasing without my knowledge. I do not understand how it is legal for a bank to open a line of credit without someones aware consent, and then charge them with high interest for years without giving them a monthly statement. If I didnt keep calling them and asking, I would have never known and owed even more. Now I cant even access proof of statements from this ODP account because I asked for rep to make overdraft stop pulling from my checking account. Once that occurred they closed the account and any proof I had available. They didnt make it easy for me to view my statements anyways, but now its completely closed, leaving only proof from my checking account of its existence which I am happy to provide. I then paid this off in full out of fear of acquiring anymore unknown debt and adding another month to a 20 % interest rate.
Company Response:
State: OH
Zip: 43202
Submitted Via: Web
Date Sent: 2020-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-03
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: A door to door salesperson came to my house trying to sell me a home alarm system. HE asked me to fill out an application and I repeatedly told him I did not want to if it would result in a credit check. He reassured me multiple times that it would not result in a credit check. After enough of his statements to me did not make sense, I ended the sales pitch and did not sign up for anything. A day later, I got a credit alert saying my credit was run and now it is impacting a home loan. I called the company the day after the credit alert as well as their lender who checked my credit, Citizens Bank, and they all agreed to remove the inquiry. Turns out, they didnt. I never consented to a credit check and they specifically told me there would not be a credit check.
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2020-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A