Date Received: 2019-08-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citizens Bank overdraft policy " it's up to the discretion of the bank '' that is the explanation given by someone in the chairman 's office. This makes it impossible for the average person to understand when an overdraft will occur. In the past six months I was overstaffed even when I opted out of the program Credit card payments made within 30 seconds of each other one was paid one was initially paid but returned 2 days later. Money spent on games can be denied but after an hour allowed Bank charges {$6.00} per day while account is overdrafted Several Payments made have been charged overdraft fee and a returned payment fee when they are retroactively returned Payment types can be denied one month allowed the next month Scheduled payments like newspaper subscription always allowed. The overdraft policy of " it's up to the discretion of the bank '' means the rules are fluid and not predictable. My XXXX makes me impulsive and the fluid rules make it harder to manage money. The end result is the bank collects hundreds of dollars each month. I haven't changed banks because I was trying to solve problems as a customer but with overdraft occurring even when i opt out of program I have no choice but to find another bank of keep money under mattress. Clearly the fluid rules that change from month to month make it impossible to manage overdraft and the daily overdraft account feed only add to the banks take from my pension.
Company Response:
State: MA
Zip: 02131
Submitted Via: Web
Date Sent: 2019-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have both a checking and savings account with Citizens bank in XXXX XXXX, PA. On XX/XX/XXXX, a charge of {$320.00} was 'pending '. There were 4 other, much smaller charges cleared after that. I was charged a {$35.00} overdraft for all 4 of them, even though the funds were technically still in my account! On XX/XX/XXXX the {$320.00} cleared, and I was charged another {$35.00} overdraft fee for that item!! A bank can not charge me overdraft fees for items I have the money to cover, while withholding {$320.00}, then charge me an overdraft fee for that charge when it clears!! They had already " held '' and accounted for that transaction!! This is absolutely horrible business!!! I demand either the first 4 fees reversed, since the funds were technically still in my account to cover them, or at the very least, I demand the last fee reversed, the one charged for the {$320.00}! This is simply the worst business practice I've EVER witnessed!
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: These credit inquiries are unauthorized and need to be removed from my credit report immediately.
Company Response:
State: CA
Zip: 92027
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank has the most incompetent escrow department of any lender. Each of the past 3 years, Citizens has failed as an escrow agent to properly pay my homeowners insurance. The payment is due XXXX XXXX each year. Their website reflects the appropriate policy information. But they fail to remit payment appropriately each year. This year, Citizens remitted payment to the insurance company for $XXXX,XXXX on XXXX XXXX. On XXXX XXXX I called the insurance company to confirm receipt and they indicated no payment received. To prevent policy cancelation, I paid the premium from my personal funds. I called Citizens to begin the escrow refund process.One month later, after several additional calls to Citizens, they confirmed their payment was not processed and indicated they would refund my escrow account. Instead, on XXXX XXXX they processed ANOTHER payment. On XXXX XXXX they finally issues a credit... but only one, not two. Net effect, no refund to me. After another month, several calls and emails, Citizens most recent email response to me on XXXX XXXX was "you were issued a credit on XXXX XXXX". I have asked for several months that this error be corrected. I have walked the representatives through in very detailed fashion. The representatives are generally cordial and listen but no one has actually properly resolved a material financial error. I would like my $XXXX,XXXX back immediately plus accrued interest and compensation for the several hours I have had to expend trying to resolve their error.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
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: On XX/XX/2018 these companys did I hard inquiry on y Credit Report and i did not ask them or give them my permission to do this I have talked with all credit bureaus and they say they will not help or investiagte inquirys I am looking for the companys to provide proof that I gave them permission to run my credit reports
Company Response:
State: TX
Zip: 75254
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
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: I am trying to get the Hard Inquires on my credit reports removed as I did not give permission to these companies to check my credit I have talked to XXXX and XXXX XXXX and both say they can not and will not help fix these I have called the companys where i could get info on them and they dont and wont do anything even though they can not show where I gave them permision to run credit reports on me all this happened on XX/XX/2018 some even did i hard inquiry twice on the same day I have not tried with XXXX becuase when I try to look and see details they want me to pay also with experian there is a collection for $XXXX and again I cant see who but I have proved this was wrong if it is from a dr on both other credit bureausI am attaching what info I could get from the the credit bureaus on the names and info on the Inquirys they did not really want to give me the info
Company Response:
State: TX
Zip: 75254
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I called Citizens One Bank on XX/XX/19 after receiving a letter stating I could refinance my student loans at a fixed rate of 3.45 %. In the past I had refinanced my wife 's student loan with Citizens One and wanted a better rate. I gave all of my information to the representative I spoke with ( both my wife and myself have little debt and high credit scores ). I was told the best rate I could get is 5.99 % on a 5 year term. I disconnected the call, but decided to call them pack and pursue a CFPB complaint for a " bait and switch '' scenario. With my financial information I provided there wasn't any reason why I should NOT qualify for their best advertised rate. I spoke with XXXX XXXX and began the conversation informing him that I needed some information for the CFPB complaint. He was very helpful and asked if he could help. We walked through the same numbers over the phone and I was suddenly able to get the fixed 3.45 % rate. XXXX was so helpful, that I decided to request to pull in the remaining balance from my student loan and consolidate it. XXXX set everything up and the loan was approved. I informed XXXX that both student loans were on auto-pay and they were getting paid in a couple of days. Upon reviewing the Loan Approval Letter, everything looked fine except for " Optional Service Charges '' may apply. Nobody at Citizens One can tell me what that means, and they've refused to remove it from the contract. I spoke with XXXX XXXX who was one of the representatives ( after escalation ) that couldn't answer me what " Optional Service Charges '' might apply to my account. Additionally, the loan amount is now going to overcharge both student loans - and I've been informed that overpayments get applied directly back to the outstanding new loan balance ( at date of disbursement and no monetary loss to me ). However, when I questioned why on paper do they have to show me borrowing more money than I'm asking for - they informed me it is because their application policy permits up to 60 days for people to accept their offer and must account for accrued interest in that timeframe. I suggested that the only loan outside of their control ( my XXXX loan ) has a 10 day early payoff amount that will not fluctuate, and a logical solution to this ( in an effort to report ACCURATE information to credit bureaus ) would be to provide me with a revised contract showing the ACTUAL payoff amount - and limit their contractual offer to 10 days. This would leave adequate time for their rescind window and payoff. This option was presented and the company is looking into it, however it appears doubtful the company will move forward with an offer of the ACTUAL amount to pay off/refinance both loans. I read this complaint on a recorded line on XX/XX/19 to XXXX for accuracy.
Company Response:
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was on my way to work and I was receiving text messages from Citizens Bank. With the amount of messages that were coming through were making me worry. Upon arriving to work I immediately logged into my Accounts ( 2 checking ) I noticed that one of my accounts had {$1000.00} removed from it. I clicked on it to see how this money was removed if my husband made a large purchase or something. No it was a " XXXX '' transaction. So I went started to call Citizens Bank. Then I clicked on the other account to see {$900.00} be withdraw through " XXXX '' in front of me. I did not know what to do. I did not know who was doing it. I did not know the email it was going to. I clicked on the " XXXX '' app from the Citizens account and Request the {$1000.00} back as I was still on hold and did not know what else to do. The {$900.00} was still pending. When someone from Citizens came on the line I explained the situation, told her that I am being a victim of fraud. I did not authorize this or know this email address. That I did request the {$1000.00} but I do not know how that works but the Citizens system is not allowing me to request the {$900.00} back as it does not show me the account it came out of why. She did not know why and was transferring me to Fraud prevention. They said you can not request the money back we will put in a case. They did not give me a case # or anything. I hung up called my husband. He left work went straight to the bank they advise we close both accounts as they can see the account # online and now can process ACH on our account. So they did that with him. They also called the fraud depot and processed a claim. Which said I did not do. They denied the claim said I was online at the time the transaction was happening I must have been talking to the person. I said I was not I was talking to the Citizens rep. The filled the claim again and denied it again! " XXXX returned the {$1000.00} as they said this email address over exceeded the amount you can request in a day and I requested mine back so they returned the {$1000.00} back but I was not able to request the {$900.00} and Citizens will not help!
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The loan officer lied consistently were told loan was in process and already sent to underwriting after doing an application online in XX/XX/2019 all documents requested were submitted via email and faxed to loan officer! The loan officer tried to force me to put my wife on the title yet I was purchasing home in my own, he tried to dissuade me from a XXXX XXXX Loan and did the application for a completely different loan not applied for ! Loan number given was XXXX all requested documents provided in a hours at the most 24 hours. Loan officer became angry when Appraisal of property was requested and a copy of Appraisal wanted insisted fee be paid via credit card and became angry when citizens bank check was sent within 24 hours told loan would be denied if did. Or do exactly what he says! Loan officer reported to head bosses and pattern still continued kept asking for sane documents over and over in order to delay loan told others documents not produced Which was untrue every request was adhered to! This is the most telling all disclosures sent to loan officer not uploaded to secure file for mortgages online stated none were sent yet were both faxed and emailed several times. Loan officer insisted that Ho6 be brought prior to closing which was done believing he was honest only to find all the weeks he all set it was not! I was told Appraisal was fine, told in understanding, told all set only to find docs sent were not added to file to add insult to injury the loan papers contained errors that he refused to fix told to just do as told interpreted do as told XXXX . He on loan papers stated we I declined to answer race questions untrue again this was changed to the read correctly black! This was done several time put Accts that letters were attached to loan docs missing, explanation as to shopping for mortgages new inquiries letter not attached probably three away all taxes provided, 401k docs, bank statements and told that since he works at bank he can access the Acct at citizens easily the reason he does not need the statements in short he did not want things. All other loans applied for some not were cancelled due to loan officer insisting they were leading one to believe as he stated that all was set hence reason that H95 was purchased at his requests in it about XX/XX/XXXX and put in Citizens name. He was tricky, rude, did not answer questions and misinformed at every turn. This is the reason homeownership has dropped for people of color discrimination, fraud on part on banks and more all complaints sent to XX/XX/XXXX, Mr. XX/XX/XXXX and Office of Chairman at Citizens ! My credit scores are good and remain so told to sign loan papers and nothing would be fixed until closing it regardless to right or wrong did not do so due to knowing this to be wrong crossed out incorrect things and initialized along with giving letters of explanation all missing from file so how can an underwriting make a decision they cannot because he was lying
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2019-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Hello, This fraud took place between XX/XX/18to XX/XX/18. The amounts total approx XXXX. I filed a police report as per the bank's request. Spoke with over 10 Citizens Bank reps over the phone, never get the same rep. Never received any reply from Citizens Bank. I also sent the police report to the corporate office in XXXX, RI. And hand-delivered to the XXXX RI branch where the account was opened. Please read below on how I arrived at filing a complaint with your firm. What other resources do I have when my bank won't refund my money on a fraud case? Had an ex-employee steal my business debit card and in the approx amount of $19k and he ran to Florida. My employee was working in my company while I was XXXX for a violation in Rhode Island. He was NOT in charge of the bank account and had no concent to use my personal business account. I wrote a statement with the State Troopers and I feel because of my record they are not vigorously investigating my case. Then, went to my bank. Last I knew all victims have equal rights! Anyways, I have been back and forth with Citizens Bank in Rhode Island and even tho I have extenuating circumstance ( XXXX ) and have all my paperwork showing I was XXXX XXXX during the time of this fraud they are now using the excuse I was over 60 days on reporting this fraud. I guess its a rule the bank has, fraud must be reported within 60 days. I never even knew about the fraud until I was XXXX My real question is, what can I do now?
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A