Date Received: 2020-04-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I just moved to XXXX ohio. I visited the nearest citizens bank branch in XXXX located at XXXX XXXX XXXX in XXXX OH. I needed to do some withdrawals to pay my staff - XXXX worth of a monthly check. They refused to let me access my money, pretending that the lobby is closed and the bank is also closed. They told me to come back the next day. I asked for the manager XXXX, with no last name, that refused to let me access any funds at all. He threatened to call the police if i did not leave immediately. Laws since president FDR state that clients should have access to their money or find a solution to deliver the funds.Please protect the public from citizensbank, their branches mismanagement, and the attitude of mistrained people.
Company Response:
State: OH
Zip: 44024
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Financial Group , Inc This company purchased Franklin Mortgage and is a complete disaster to work with. The first time I called, around XX/XX/2020, there did not have a call back feature, and the line literally rang for 2 hours. There is no email or chat support. I had to register recurring payments via mail ( USPS ) and then they didn't take out my mortgage payment, and have a recording to tell me I'm late on my payment. When I answer, I have no way to talk to someone, the recording says " we will get someone on the phone '' and it never did. I the asked me to call the same phone number that NO ONE EVER ANSWERS. They should not be allowed to service personal mortgages and make tons of money off of us without proper customer service ( US jobs ).
Company Response:
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am being charged XXXX in overdraft fees by Citizen 's Bank. This is excessive while going through this covid pandemic. This bank has no regard to customers and continues charge me. Multiple times for the same overdraft I can't believe this is even allowed. Checking Account No. XXXX
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-20
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I notified citizens one loan company I filed a chapter XXXX and they continue to take money from my account
Company Response:
State: IL
Zip: 60473
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Hi, I have two hard inquires on my credit report for two companies I did not apply credit cards for. These are the following two companies 1. Citizens Bank 2XXXX XXXX I've contacted them and do not want to take them off my credit report. I had some issues in the past where I've been a victim of identity theft and it seems like they still have some of my information. It's really affecting my credit score and my ability to get further credit.
Company Response:
State: CA
Zip: 91733
Submitted Via: Web
Date Sent: 2020-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I took out a private loan in XXXX for {$20000.00}. I had been in school from that time XX/XX/XXXX. In XX/XX/XXXX my private loan was taken out of deferment and put in to repayment. I was informed I was in default in XXXX by a call from their recovery department. I explained that i was still in school and they advised me to contact Citizens Bank Student Loan department. When I contacted Citizens I was told that it should not have come out of deferment while I was in school but since it was written off there was nothing they could do. I talked to multiple employees and received the same information. In XXXX of XXXX I began paying small amounts to the recovery team on the loan. Every month it hits my credit report as a charge off causing my credit score to take a hit. They will not move my account back to their Student Loan department, they will not show that it is in good standing even though I am making payments, and told me the only way to remove it is to pay it in full. I believe that they made an error, as told to me by their employees, that is hurting my credit score, effecting my clearance ( I work for the XXXX XXXX XXXX ), and harming my credit report.
Company Response:
State: OH
Zip: 45420
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted Citizensone loan because of the current situation of the Covid-19 pandemic to see what forbearance programs they have during this time. I am XXXX XXXX and am currently shut down. Citizensone stated that they have a forbearance plan which consists of 90 days and can be extended for an additional 90 days, if needed. At the end of the forbearance period all delayed contractual payments will be due on your next payment due date. How is that helping me? How can I come up with all those missed payments in one lump sum? I have a mortgage with XXXX XXXX XXXX which has graciously given me 90 days and will extend for another 90 days, if needed and they are extending my mortgage payoff by that amount of months taken. That is what a bank should do. Citizensone is unreasonably taking advantage of the consumer in this pandemic. I know of many other banks like XXXX XXXX that are coming to the aid of their customer, that's helping American people get back on track in this difficult time. I have contacted Citizensone numerous times to try and resolve this issue but they will not negotiate.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for a $ XXXX {$300.00} checking bonus back in XXXX. I did my direct deposit of {$500.00} in XX/XX/XXXX. The terms say I should receive the bonus in 90 days. I've called into the branch multiple times and reps have confirmed I should have received by now. They were supposed to call me back 2 weeks ago and I never heard back.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XX/XX/2020 I received a check from my lawyer as part of a refinance of my mortgage in the amount of {$14000.00} to pay off my loan Acct : XXXX. I went to the local branch to submit the check. I was informed I could not submit the check to Citizens bank because XXXX was handling the loan. I then sent the check via Post overnight. XXXX received the check on XX/XX/2020 at XXXX XXXX. I contacted XXXX on XX/XX/XXXX to verify the check posted and since the check was in an amount greater than the loan pay-off to request the difference be refunded. I was told verbally and in an email, today XXXX XX/XX/2020 ] that the loan will " officially be paid off on XX/XX/2020. Further, the overpayment of {$960.00} will be mailed in 2 to 4 weeks. This is totally unacceptable. Plus at the time of making the loan with Citizens we were not informed of it being in XXXX ' control nor were we told of this holding of the overpayment.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Please attach this clain with another current claim # XXXX. The CD did not get sent to unclaimed funds. It was purchased through Charter One Bank before Citizens Bank bought them out. Citizens Bank finally investigated to find that it was NOT sent to unclaimed funds. We received a call from XXXX XXXX ( Citizens Bank ) XXXX to return her call. She finally made contact with my daughter, XXXX XXXX and made the statement that she must have cashed it in. My daughter didn't even know I had this CD for her until now ... so NO it was not cashed in. XXXX XXXX has not returned any of my calls to discuss this. Furthermore, if it was cashed in, a 1099 form would have been issued for the interest on the account that was paid when cashing the CD in. We feel like someone is trying to STEAL our money! This CD was for {$7500.00} originally, and was taken out in 2001.
Company Response:
State: OH
Zip: 43537
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A