Date Received: 2024-01-12
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Tranaction date for XXXX charge was XX/XX/XXXX. Post date for XXXX charge is XX/XX/XXXX. I spoke to XXXX customer service and they told me an account was created using my Citizen Bank XXXX. When I asked what was purchased and where it was delivered to XXXX refused to help ( provide further information ). I contacted Citizen Bank and filed a claim ( XXXX ). Since then, I've been getting suspicious letters from Citizen asking that I send different information to different XXXX XXXX XXXX. The first letter was dated XX/XX/XXXX. I was told to send supporting information before XX/XX/XXXX or they would not investigate. I was told to send infromation to Citizens XXXX XXXX XXXX XXXX CT XXXX or fax it to XXXX or email it to disputes @ citizensbank, com. I was also told to call XXXX if I had any questions. I immediately emailed them information the day I received the letter. Since them I received many phone calls telling me to call them and close my account and they will issue me a new card. When calling Citizen Bank you get different people from their call center in XXXX that just ask the standard gatekeeper type questions and this is not very helpful ( a waste of time ). I recently received another suspicious letter dated XX/XX/XXXX. In this letter, they asked for my name, account number, asked me to provide my signature, asked me to provide the dollar amount of item disputed, date of purchase, merchant name, why I am disputing, and they asked me to provide the same information I sent them a month ago again. This time I was told to send it to Citizens Accelerator Rewards XXXX XXXX XXXX XXXX CT XXXX or send the information by fax or email to the same number and address that was in the previous latter dated XX/XX/XXXX. At this point I am not sure what to do. I am not sure why they want my signature? I did not take action on the last letter.
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: XX/XX/24 my wife and I went to a XXXX timeshare presentation. When it came to credit check they checked our credit and said it was only a credit check and we told them we were not going to make any decisions at this time and I made it clear that I did not want any credit card or I wasnt buying anything and I received a text message stating I had opened a credit card, which I did not authorize. And theres a pending charge for $ XXXX, not authorized.
Company Response:
State: MN
Zip: 55304
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens Bank promoted and promised an interest rate of 5.5 percent on {$25000.00} increments of new money. When I got my first monthly statement after depositing {$100000.00} dollars of my life savings, the interest rate was 5.37 percent and not 5.5 percent as customers were lead to believe. Im a XXXX XXXX and feel that Citizens Bank took advantage of me. I never would have moved my money there. XXXX XXXX XXXX Citizens Bank is located at : XXXX. XXXX XXXX XXXX, RI XXXX
Company Response:
State: MI
Zip: 48307
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: These companies have unlawfully provided my information without obtaining my written consent, as explicitly required by 15 USC 1681B of the FCRA. It is imperative that you understand that I do not consent to the unauthorized furnishing of any of my information by any means, as delineated by my rights under the FCRA. The accounts are listed below: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Furthermore, in light of the provisions stated in 15 USC 1692a(2) of the FDCPA, it is evident that the transmission of information regarding a debt, directly or indirectly, through any communication medium constitutes a "Communication." As per the literal interpretation of "any medium," this encompasses various forms of communication, be it oral, written, electronic, or others. Therefore, the act of furnishing my consumer report, which contains information about the alleged debt, constitutes a "Communication" under the FDCPA. In accordance with my rights outlined in 15 USC 1692c(c) of the FDCPA, I hereby provide you with formal notice to immediately cease all further communication pertaining to these accounts. This includes, but is not limited to, any form of contact such as telephone calls, emails, social media interactions, or any communication made through a Consumer Reporting Agency. Please be advised that any continued contact or communication from your company or its agents, except for a communication acknowledging receipt of this letter, will be viewed as a violation of the FDCPA. It is crucial that you take this notice seriously, as I am fully prepared to exercise my rights under the law. Failure to respect this cease-anddesist notice will leave me no choice but to pursue legal action against your company. Please understand that in any ensuing legal proceedings, I will seek all available remedies and potentially claim damages allowed. XXXX XXXX XXXX XXXX XXXX has violated the Billing Error and Practice Act in pursuant to 15 USC 1666. They never gave me the right to opt-out and are not reporting accurately. I want these accounts updated to paid as agreed and never late.
Company Response:
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: Please see the attached documents involving fraud and scams with XXXX XXXX XXXX and Citizens Bank wiring money from my bank account. I've included the police report as well.
Company Response:
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: The student loans were past due from XX/XX/XXXX due to financial hardship. On XX/XX/XXXX Citizens did an offset from our bank accounts ( myself and my son ) and debited the money, to pay the loans from XX/XX/XXXX to the month of XX/XX/XXXX. In error, they debited the XXXX payment on XX/XX/XXXX, which wasn't due until XX/XX/XXXX. I put in a complaint and they credited my account on XX/XX/XXXX for the XXXX payment. AS OF TODAY, XX/XX/XXXX the payments that were debited have " not '' been properly credited to the accounts, on Citizens and Firstmarks operating systems. Previously, I have spoken with numerous agents and XXXX Supervisors and XXXX and they are still showing the accounts as 136 days past due {$480.00} pymt {$15.00} late charges/ {$930.00} past due pymt {$28.00} late charges and {$830.00} pymt past due late charges XXXX. When in fact, the account was paid current on XX/XX/XXXX. No one at Citizens Bank knew who how to correct this error or could explain why the payments haven't been posted. Today, I was transferred to numerous departments and requested to speak to a Supervisor, however I was not transferred to a Supervisor. In addition, Citizens has reported that these accounts were negative and they show as a major derogatory event, as past due 120 days to the Credit Bureaus on XX/XX/XXXX, which affects my credit score. When in fact the account was paid current on XX/XX/XXXX. On XX/XX/XXXX I also requested a detailed account payment history for all of my loans from inception to current and was told I should get them via email and NEVER received anything.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Citizens Bank closed my account for reason ( s ) I do not know. I believe it is because the bank suspected me of fraudulent activity, after I attempted to send my other bank accounts ( owned by myself ) money via XXXX repeatedly ( unfortunately all attempts failed ) .The only reason why I made repeated attempts was because the money would not go through. I talked to numerous customer service agents and said that all activity was mine and I did not want my account to be closed. Citizens Bank is among the banks closest to me and I really wanted to keep my account ; I was even attempting to do a promotional offer so it was even more upsetting since I almost completed what needed to be done for the offer. I asked customer service and several branch managers to appeal or put in a request to kindly re-open my accounts, as I believe they have been unfairly closed but they said they could not cause they do not know why my account was closed, and also because that is beyond their power. I am also aware that a bank 's involuntary closure of a bank account may affect my ability to maintain my other bank accounts. As such, the gravity of this issue can not be understated to me. I am hoping this can be amicably resolved through a CFPB complaint. I am more than willing to work with Citizens Bank and their XXXX Department to discuss any perceived discrepancies with my activity.
Company Response:
State: NY
Zip: 11373
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Citizens Bank ( citizensbank.com ) sent directly to me via email on XX/XX/2023 the following offer... " Start saving monthly with a first new One Deposit Savings from Citizens account, and earn a {$50.00} bonus1 getting you one step closer to a getaway, wedding, car, college, emergency fund, or whatever your goal may be. Heres how it works Make monthly deposits of {$100.00} or more each month for three months in a row, starting the month after the account is opened. While maintaining those balances within the account, Citizens will add a {$50.00} bonus to your checking account in the fourth month. " I read the fine print, I completed the tasks, and waited to receive the bonus on XX/XX/2023 which is the date the payment was supposed to be made according to the offer. They originally stated it would be paid on XX/XX/XXXX, then on XX/XX/XXXX, they tell me since XX/XX/XXXX was a Sunday and XX/XX/XXXX is a holiday, that it will be paid on XX/XX/XXXX. Why not pay it on XX/XX/XXXX or XXXX or XXXX? It's now XX/XX/XXXX and still no payment. Spent at least 1 hour and 20 minutes on a phone call with multiple employees plus additional minutes on online chat with multiple employees to resolve, still not paid. I see other people on XXXX mentioning " bonus '' problem so perhaps this {$50.00} bonus offer was a scam that they have no intention of paying. It's also possible they have an incredibly incompetent team. I found additional phone numbers listed in my account that were never mine, so they must have done some batch database transactions that conflated information from different accounts, and evidently, they have no proper procedures to handle personal information, because if they did, there would be no way random phone numbers would appear in my account.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: - XX/XX/XXXX Opened Checking and Savings accounts in branch, deposited money into Checking account at the ATM as the banker suggested to verify the new debit card works. - XX/XX/XXXX Transfer of {$200.00} from another bank to Savings accounts arrived and posted. Intended to do this 3 month in a row as suggested in the marketing material table to qualify for the {$300.00} Savings account bonus - XX/XX/XXXX XXXX XXXX account statement came out, " Beginning XX/XX/XXXX through XX/XX/XXXX ''. - XX/XX/XXXX Transfer of {$200.00} from another bank to Savings accounts arrived and posted. - XX/XX/XXXX Transfer of {$200.00} from another bank to Savings accounts arrived and posted. - XX/XX/XXXX Received {$300.00} bonus, not sure if it was for Checking or Savings accounts, since it should be {$600.00} if both are qualified - XX/XX/XXXX Reached out to customer service via chat to inquiry about the bonus issue. - " I can confirm the checking account bonus had definitely been met '' - " I can confirm the savings account requirements had not been met, I am so very sorry. " make at least one single deposit of {$500.00} or multiple deposits totaling {$500.00} ( not currently on deposit with Citizens ) into a new savings account every month for 3 consecutives months, starting the month after the new checking and savings account are opened. '' - I pointed out the marketing material received only requires external deposit of XXXX XXXXXXXX a month into a new Savings account every month for 3 consecutive months. - I was told marketing research review request was submitted. - XX/XX/XXXX Received email from chat support team after heard back from marketing research, stating that " your savings account closed on XX/XX/XXXX due to being at a XXXX balance. The account was reopened on XX/XX/XXXX. Due to your account being closed prior to the payout date, your account is not eligible for the bonus. This was stipulated in the disclosures of the marketing materials you received. The disclosure states the customers new account must be open with a balance greater than XXXX and in good standing through the bonus payout date to qualify for the offer. If you have any further questions or concerns, please contact us via chat and provide the case number XXXX. '' - XX/XX/XXXX Reached out to chat support to inquiry about the lack of communication regarding the closure and reopening of my Savings account, also to reconsider my qualification for this Savings account bonus since at no point was I informed that the account would be closed, that it was closed on XX/XX/XXXX, or that it had been reopened on XX/XX/XXXX. Have I know that my Savings account was closed and I already disqualified for the Saving account bonus on XX/XX/XXXX, I would not have saved the money into the Saving account 3 month in a row and put those money for better use somewhere else - " Marketing will not make any exceptions if the requirements are not met according to the marketing material. '' - Transferred the balance on the Savings account to my Citizens Checking account and requested the Savings account to be closed.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: In early XX/XX/2023, a XXXX Checking Account check payment ( Check # XXXX, for {$1600.00} ) I made payable to my landlord ( XXXX XXXX XXXX XXXX XXXX and sent via USPS Mail was fraudulently intercepted and cashed by an unknown party via Citizens Bank. I promptly notified XXXX and submitted the necessary documents with a signed statement from my landlord representative on XX/XX/2023. XXXX opened the claim, investigated, and issued a temporary credit for the stolen check amount {$1600.00} on XX/XX/2023. XXXX repeatedly contacted Citizens Bank ( the bank that cashed my check without properly verifying the identity of the payee ) and has not yet received a response. Due to lack of response from Citizens Bank despite many inquiries, XXXX reversed this credit in XX/XX/2023, removing {$1600.00} from my account. When I called XXXX customer service to inquire, XXXX representatives explain that XXXX can not reimburse my stolen check amount until they receive a response, with no definitive timeline of when XXXX would assume responsibility to reimburse me if Citizens never respond at all. The initial credit that XXXX provided for me is only a courtesy and expires after 90 days if XXXX can not resolve the dispute with the other bank. After dozens of times contacting XXXX without a clear resolution during the span of 10 months, I still can not recover the money stolen from my checking account. XXXX can not offer me any clear timeline or pathway for this issue to be resolved if Citizens Bank never responds to XXXX multiple inquiries. In the last letter I received from XXXX on XX/XX/XXXX, they are putting the responsibility in my hand to recover my funds from Citizens Bank. Citizens Bank must take responsibility for improperly verifying identify and cashing a fraudulent check for an unauthorized party, resulting in a theft of {$1600.00} from my checking account.
Company Response:
State: NY
Zip: 10031
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A