Date Received: 2023-10-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023. I opened a checking with Citizens Bank. They had a promo Where you can earn up to {$400.00}. {$300.00} for having a direct deposit of at least {$500.00} in 90 days. And another {$100.00} if you activate and use the debit card for at least 60 days. Its been way longer than that and I still havent received my bonus money yet. Tried calling support about and they werent of much help.
Company Response:
State: NY
Zip: 13090
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2023, I discovered that my XXXX accounts ( in the amounts of {$78000.00} ) were sold to Citizens Bank. I enrolled after verifying my identity and accessed my accounts, which were dormant and therefore required that I contact them directly. Since XXXX was nation-wide, and Citizens Bank is only on the east coast , I did not have any accessible way of going into a branch and quickly withdrawing my funds and closing the account. I spoke with XXXX, who advised that I transfer the Savings account funds into the Checkings account in order to quickly close the account on XXXX morning, XX/XX/2023. This morning, I called in and proceeded to instruct an agent whose name I do not recall, who told me XXXX had misinformed me and indicated that I would have to transfer the funds out of the account and get the account to a {$0.00} balance before they could close the account. I disconnected the call and called another agent, named XXXX. XXXX echoed the same new instructions. I proceeded to initiate a wire transfer to a merchant with whom I have already signed a contract with to sell me a concerted campervan in the amount of {$130000.00}. I inputted this merchant, XXXX XXXX XXXX XXXX and the routing/account number associated with their organization, and submitted the wire in the amount of {$25000.00} which is the daily limit at Citizens Bank XXXX At XXXX XXXX, I received an e-mail indicating the wire transfer was not successful. I proceeded to log back into the account to try again, but discovered that I was entirely locked out. I called their customer support number at ( XXXX ) XXXX and was transferred XXXX times until I got to fraud prevention department. I spoke with XXXX, who after a series of holds documenting the case, returned to the call to let me know that there was nothing they could do, asking me to fly from California to XXXX of their closest branches on the XXXX XXXX, at my own expense, dealing with the stresses and XXXX of having to go through all this simply to access my own funds. I told him I wanted documentation as to how they could justify these actions, but he was not able to accommodate my request, nor give a proper reason why.
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited a check which was initially put on hold for 7 days. Then unexpectedly put on a 90 day hold. I need my money this is ridiculous.
Company Response:
State: PA
Zip: 19050
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Saving Account ending XXXX {$46000.00} and checking account ending in XXXX of {$1900.00} XX/XX/23 Thursday night my husband made a call to CITIZENS BANK and asked why his paycheck was denied entering his account and he was told the account is under bank review and they do not know why or how many days this review will take place. my husband and I spent an hour and a half on the phone with no one being able to tell us why {$48000.00} was being withheld from us. I demanded this be escalated and resolved quickly as my husband and i pay our bills from this account and this is our main operating accounts. XX/XX/23 I started making phone calls to get an update about the {$48000.00} frozen account as early as XXXX AZ XXXX XXXX XXXX EST time. I was told the account MIGHT be locked due to " lack of activity '' if the bank account went to {$0.00} and i told the banker my account has never gone to {$0.00}. the banker ( XXXX ) informed me he doesnt see anything that says the account is under " investigation and directed me to the fraud department to see if it was an issue with my physical card. The fraud department said it had nothing to do with the card itself but the account instead. Fraud then transfered me to customer service who said they cant give me anymore information other than the account is under bank review. they never told me why it was under review, what triggered it and they also told me they can not tell me how long the review will last. they suggested it would go on for weeks of even 6 months. I asked to speak to a supervisor and he did not provide anything new other than what i had been told. The bank is under review and they dont know why or for how long. i was on the phone with CITIZENS BANK for 2 hours XX/XX/23 No update on the freeze of our account and told the same thing as thrusday and friday. My husband and I never got a letter in the mail or a notice about a bank review. we were blind sided. we have credit card payments to make and rent is coming up in a couple weeks. It seems unethical for a bank to freeze your money and not tell you why they are withholding your money.
Company Response:
State: AZ
Zip: 85018
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My husband has tried repeatedly to get on line banking through CitizensBank. Its down quite frequently. We noticed that someone has been charging my account illegally the past almost 2 years. It was hard to find this out because we are frequently unable to get online. When asked if we could get credited, they said partially, but not all of it. Im not sure why they would credit partially but not all of it. They shouldve seen the red flags that this company that was withdrawing money out of my debit account was fraudulent. They never said a word. I had a person from the bank call me to rectify it and then ghost me when I tried to call her back. Nothing was ever done to rectify the whole amount. They have done a poor job at noticing any abnormal activity and they say they pride themselves on catching illegal activity.
Company Response:
State: PA
Zip: 19426
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I believe the Citizens Bank account associated with the account ending in XXXX contains a billing error in the amount of {$3100.00} due to a mathematical error. The reason why is because I see fees & charges and down payment was not applied to my balance for the total amount due
Company Response:
State: MT
Zip: 59405
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I signed in to my Citizens Bank account and saw that a check I had written to someone for {$170.00} had been 'washed ' -- while you could still see traces of the original payee 's name, a different payee had been written in and the amount of the check was changed to {$5000.00}. I called the Citizens Bank fraud line ( at XXXX ) and after being on hold for about 45 minutes, spoke with XXXX XXXX He agree that you could see the original name, and that the fraud was " perfectly clear ''. He gave me claim # XXXX and said it would take 8-10 days to process, but the funds would be restored to my account, and that Citizens would send updates. On XX/XX/XXXX, I hadn't heard anything and called again. After being on hold for close to an hour, I spoke with XXXX ( spelling? ) who said the time was actually 8-12 business days but he would request a provisional credit and I should see the funds in my account in 1-2 business days. On XX/XX/XXXX, I had no communication from Citizens and the funds were not in my account. I made an online appointment with the local branch manager for that day. When the time of the appointment came, she did not contact me so I called the branch and was told she wasn't in the bank. I spoke with XXXX XXXX, who asked if I could come in to the branch. I sat with him for close to an hour -- while he text chatted with someone from the bank. At the end of the hour, the message was that it wouldn't take 8-12 days but 6-8 weeks and they would not be providing a provisional credit. It has now been six weeks and I have had no update on this matter and the {$5000.00} that was taken from my account due to the fraudulent check has not been refunded to my account.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Date of fraud was XX/XX/XXXX. It is for a loan from Citizens/XXXX XXXXXXXX for some type of security system. Address attached to this is XXXX XXXX XXXXXXXX XXXX XXXXXXXX IN, XXXX and I have never ever been there before nor lived there. The loan amount is {$3300.00} Balance Updated XX/XX/XXXX Recent Payment - Monthly Payment - Credit Limit {$3400.00} Highest Balance {$3500.00} Terms - On Record Until XXXX XXXX XXXX
Company Response:
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: Citizens Bank committed security fraud, by accepting XXXX XXXX credit card, and making multiple trust acts with XXXX, XXXX, and other corporations that Citizens Bank created agencies with through advertisement, which caused Citizens Banks breach of fiduciary duty, in malice. SEC Rule 10 b-5 Citizens Bank malfeasance in public office during XXXX XXXX consumer transaction proved willful non-compliance. 15 U.S. code 1681 b, 3-603, UCC-3 104
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I had a XXXX month CD for {$230000.00} at Citizens Bank, XXXX, MA that had a mature date of XXXX XXXX, XXXX. On XX/XX/2023 I called the bank and spoke to a woman called XXXX who told me that the only penalty would be for {$78.00} because I was a senior citizen. On XXXX XXXX, XXXX I went to the bank at XXXX XXXX and tried to withdraw the money because I needed it for a closing. I was told the computer was off line and they could not help me. On XX/XX/2023 I returned to the bank to withdraw my funds and was told that a fraud alert had been placed on my CD but no one knew why. I waited for an hour while their employee XXXX XXXX participated in various computer chats with various employees off site to resolve the issue. Nothing was happening and it was now almost XXXX and I was sitting watching XXXX XXXX on his computer. I asked to speak to the manager, XXXX XXXX who was not helpful and offered lip service as to why I could not access my funds. I finally left. Finally, at XXXX I received a phone call telling me that my check was ready. I picked it up and it was for some {$3100.00} less that my statement. I asked XXXX XXXX to explain the variance and he said they were charging penalties on the CD. I had told him what XXXX had told me and he said she was wrong. I asked him for a listing of the penalties so I could refute them and he gave me that. I was told by their employee that penalties would not be assessed. I was not given the opportunity to refuse to pay the penalties until I went to pick up my check. I was not given a list of the penalties until I asked for it. These employees wasted my time on a matter of a fraud alert that had to do with the bank 's inner workings, and nothing to do with me. I relied on their information to withdraw my money and was not allowed to do so for XXXX hours. I would like the penalties waived and credited to me. That is the least they can do.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A