Date Received: 2019-08-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My wife and I shared a checking account with Citizens bank. In early XX/XX/2019 my wife passed away. She had previously authorized Citizens Bank to withdraw automated payments of {$16.00} per month with a Vendor named XXXX, as I recall. ( Note : I was not involved in this commitment at all ). I went to Citizens Bank several times over the past few months, first with her death certificate to have them stop these withdrawals, yet they continued to take the money from my bank account every month. They suggested I take her name off the account, which I didn't do as this would have messed up the Social Security deposits. Recently, I went in to close the account and they told me that if the {$16.00} withdrawal requests continued to come to the bank, they would have no option but to reopen the account and charge me for these unauthorized withdrawals. Meanwhile, they have already withdrawn 4 payments that were not authorized. Its bad enough that I've had to deal with the passing of my wife, having this added stress is so disrespectful, discourteous and heartless. Note : I relocated to XXXX XXXX, CO and wanted this resolved before I moved, however, they have refused to cooperate despite all my attempts the past several months.. Please also note, I am a Senior citizen, XXXX years old, retired and also a Veteran.
Company Response:
State: CO
Zip: 80109
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I need a copy of my statements from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. They never sent them to me and refuse to allow me access to my closed account to view them myself. On XX/XX/XXXX, at XXXX PDT, I spoke with a very unprofessional and abrasive agent named XXXX XXXX. She was combative and abusive on the phone call, used profanity and insults and hung up on me. I need a copy of these statements, since they were never mailed to me, or to regain access to my account to view them. It is illegal to deny me access to my own statements, of my own financial history. It is my legal right to view my financial statements and you can not deny me access to them.
Company Response:
State: CA
Zip: 91942
Submitted Via: Web
Date Sent: 2019-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Franklin American Mortgage sold my loan to Citizens. I made the payment on XX/XX/19. They told me that they would forward my payment to Citizens. They saw I had made payment. I made my payment to Franklin American. I got a bill from Citizens saying it was not paid. I called Franklin American and they said they were only forwarding payments for 60 days. I was at 70 days. So they said they would forward the payment in 20 days. Or they would mail me a check Franklin said they showed the payment. I spoke to Citizens who said they wouldn't charge any fees. 20 days passed nothing. I called Franklin American who now says that they show I never made the payment. I had my bill pay provider call them, they won't talk to them. Then I sent ( email ) them confirmation of the electronic payment from the bill pay provider. XXXX, a supervisor from Franklin American said that he would look into it. Of course nothing. They no longer seem willing to help me and this will negatively impact my credit and cause difficulties with my home loan. Citizens has been trying but Franklin American doesn't care what they do, they lie and they could care less.
Company Response:
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2019-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Good time of the day! In the beginning in XXXX in a mail I received an offer from Citizen bank to open a checking account. An offer condition stated that in 60 days after opening account and depositing amount over {$500.00} you will receive a bonus of {$300.00}. I included copy of the flyer for your review. Offer code : XXXX I opened an account over the phone on XX/XX/XXXX and transfer my pay checks on it. After 60 day I called to the Bank to check on a status and Representative XXXX told me that I will have my bonus deposit on XX/XX/XXXX. On XX/XX/XXXX I called to check on a status of the deposit and Representative XXXX informed me that I can expect deposit to be made to my account on XX/XX/XXXX. On XX/XX/XXXX I spoke to another Bank Representative ( unfortunately dont have a name ) and he told me that I will need to the end of the month of XXXX. On XX/XX/XXXX I spoke to two Managers in the Citizen bank XXXX and XXXX who said that my deposit will be will be on the account by the end of the week and if it is not happened my account will be credit for the bonus amount. NOTHING OF THIS PROMIS WAS DONE and then I received a phone call from XXXX ( bank Representative ) who informed me that my case STILL UNDER REVIEW!?!? She left me her phone number ; I called back and left a message asking to explain me WHY It is investigation and WHAT is the problem, but no one called me back!!! I spend so much time listening to fake promises! I am very disappointment and absolutely not happy with all procedure and service related to my case!
Company Response:
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: In XXXX, I set up a {$1500.00} burial account for my then XXXX-year old mother who lost her eyesight and had to move into a long term care facility, at Citizen 's Bank in a " green savings '' account. She also has a checking account there where her social security payments are directly deposited. I am the executor of my mother 's estate and was told when I set up the account that there would never be fees withdrawn from this {$1500.00} burial account. I just noticed that on XX/XX/XXXX, a {$10.00} ( dormant account fee ) was withdrawn. I called Citizen 's and they told me that unless a deposit is made every month in the burial account then she will be charged $ XXXX/month going forward. The government only allows my mother to hold {$1500.00} in this account which is purposed for funeral expenses. I was told that Citizen 's has now changed its policy and will withdraw $ 10/month from this account unless a deposit is made, and that I should know because it is in her paperwork. I can not move the {$1500.00} into her checking account while she is in long term care because the government will not allow her to exceed {$1500.00} in her account and she will be forced to turn it over to the long term care facility.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have not received my {$200.00} bonus for opening my account and making a {$500.00} direct deposit per the requirements. The 90 day wait period after the deposit has passed. See flyer attached for the promotion that I enrolled in and my offer code was XXXX.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-03
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I am a full-time student and I found out a student loan I had with Citizens Bank being handled by XXXX was listed as defaulted Citizens Bank and now is in my credit report blocking my other student aid options. All my other loans both federal and private were in deferment or forebearance except XXXX failed to list this one. Citizens Bank has now referred to collections and I have not been provided the opportunity to make payments even though I am a full-time student. Citizens Banks says XXXX can pull loan back to them but XXXX says Citizen Bank has to initiate the process. Both deny what they need to do. I was told by Citizens Bank that I should have been offered a temporary forbearance which was not done but they refuse to do now.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One Mortgage took over our home loan in XXXX of XXXX. We received notification of this by mail the first week of XXXX. Prior to Citizens One taking over our loan, we were with XXXX XXXX XXXX. Because we paid our mortgage using XXXX XXXX XXXX automated bill pay feature, we scheduled mortgage payments to be sent out on the XXXX of the month before to ensure the payment would reach XXXX XXXX on or about the first. We never had an issue before, and our account was always in good standing. When Citizens One took over our loan, we had already sent out XXXX mortgage ( {$1200.00} ) using the XXXX XXXX XXXX bill pay feature. A few weeks went by and we received a second notice from Citizens One. This time the letter indicated a new, increased mortgage amount because of increased taxes, and they indicated they had not yet received XXXX payment. We made our first call to Citizens One letting them know that we had made the payment to XXXX XXXX before we were notified of the changeover. The Citizens One representative ensured us that there was more than likely a delay in their system and that the payment would post on their end very soon. After this communication we took the opportunity to set up our account on XXXX XXXX payment portal so we could make payments and see our balance. We made the XXXX and XXXX XXXX XX/XX/XXXX & XXXX notice how we pay early ) payments through their online portal for the NEW amount. In late XXXX we started receiving phone calls and letters stating we were a month behind with our mortgage. When we spoke to XXXX on XX/XX/XXXX via phone, she told us we had made a short payment and that they dont accept short payments. This short payment they were referring to was the XXXX payment ( {$1200.00} ) made to XXXX XXXX before we had received notice of the updated amount, and before we knew Citizens One had taken over our loan. XXXX informed us they moved the {$1200.00} over into principal and she went on to say that we needed to make a payment for the difference in the shortage ( {$53.00} on XX/XX/XXXX ) and the very rude representative ensured us that our XXXX short payment ( {$1200.00} ) would be moved out of principal, applied to the {$53.00} paid over the phone paid toward the mortgage. Two weeks later this still has not happened and we are still receiving late notices. Now, we cant even make a payment through their online portal ( had to pay XXXX mortgage ( {$1300.00} ) with Rep XXXX on XXXX ) due to the XXXX short pay. Each time we've spoke to a representative ( XX/XX/XXXX XXXX, XX/XX/XXXX XXXX the supervisor, XXXX XXXX ) from Citizens One we are met with condescension or they talk over you. Theres a total lack of empathy and irreverent disregard towards us and the situation. As homeowners who have always paid on time and EARLY, we are dismayed by this company. Other customers have made the same complaints about this company on the Consumer Affairs site. Please investigate whats going on over there. Never had this issue with XXXX XXXX or any other mortgage company weve ever gone through. XXXX XXXX XXXX
Company Response:
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2019-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XXXX XXXX I opened a savings account with Citizens Access bank, the same day I transferred {$19000.00} from XXXX. On the XXXX of XXXX, XXXX sent the funds to Citizens Access. After several days I closed the XXXX savings account. On the morning of the XXXX I awoke to find two emails from Citizens access, one saying my account had been locked out due to too many failed attempts to login, the other saying I had successfully changed my username. I live in XXXX and so morning for me would be evening in the US. I called the bank immediately, because I had been asleep while the emails were sent and thus unable to attempt logging into my account or to change my username. The associate on the phone verified me then told me that Citizens Access has chosen to discontinue their banking relationship with me at this time. She went on to tell me that the funds would be sent back to the account they were initially transferred from. When I explained that account was closed, she directed me to the other bank to resolve the issue. I called XXXX, who said the account couldnt be reopened and even went on a three-way phone call with Citizens Access to attempt to resolve the issue, to no avail. Finally, on XXXX XXXX, I received an email saying that the account at Citizens Access had been funded. Citizens Access refuses to send the money in any way I can receive it ( ie via check or to an open account ). Moreover, based on a phone call today ( XXXX XXXX ) XXXX has no record of the funds even being transferred to them. Additionally, from a phone call today, Citizens access wouldnt even tell me if they sent the money to XXXX or not and so I have no idea where my money is or whether its even all there. At this point, I have no way of knowing if, when, or how they money might be sent to me either.
Company Response:
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have a transaction on my account that has been on hold since XXXX, 7 years ago to this day! I was unaware of the funds, as I thought it was a savings account. I was charged a service fee for this account on XX/XX/XXXX for XXXX. When I looked into the account and seen the number of funds in the account, I immediately wanted them moved to my current checking account. I have spoken to over 10 representatives regarding this issue, starting with the bank institution. No one has provided any information of than accusing me of fraud and money laundering. I was asked today by the case worker on my account to provide documentation that the funds belonged to me. I said who else would have funds in their account for over 7 years and it would belong to someone else. The bank caseworker XXXX XXXX then warned me again that the hold would not be removed and there is nothing else she can do. I am at my wits end here. I am being criminalized and ignored as a loyal customer for almost 20 years.
Company Response:
State: PA
Zip: 19124
Submitted Via: Web
Date Sent: 2019-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A