Date Received: 2019-07-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I took out a home equity loan with Citizen One XXXX of XXXX. I always made my payments never missed one. In XXXX I was told that I needed to pay lump sum of loan. Needless to say I didnt have an extra XXXX . I began the process of trying to modify this loan. After having to resubmit application 9 times because either a page wasnt initiated, or a blank page of statement was missing ect I contacted a law firm to try and get this straightened out. They told me to stop making payments. BAD ADVICE! They seemed to think once they saw that there was over XXXX XXXX dollars in equity in my property they hit the jackpot. I have been paying them over {$500.00} a month for 2 years now. I just received a letter from Citizen One that they have started foreclosure proceedings on my home. The last appraisal valued property over XXXX XXXX dollars. All I want to do is pay them off but because they have ruined my credit it has been impossible. How can they do this? Please help! My home is all I have. My regular mortgage is prestige. I always pay my bills.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2019-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was issued a refund in the amount of {$2200.00} from XXXX to a CLOSED Citizens Bank checking account on XX/XX/2019. Once I discovered this error, I went to a local citizens bank branch in mid XXXX. They told me that if the account was closed then the funds would have been returned to XXXX. So i called XXXX many, many times requesting a trace. They said the funds went to the bank and they do not have them. This issue has been going on since XXXX when XXXX would not allow the order to be refunded. I then filed a complain with the Pennsylvania attorney generals office which you will see the result in the attached files ( if i can attach files ). I don't know what else to do besides file this complaint as both XXXX and citizens bank keep giving me the run around.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Around XX/XX/2019 I called about the details for an account that I'd just opened promotional stipulations. I opened it with a promotion code for {$220.00} given after 90 days of meeting stipulations and was told that I would also get {$600.00} if direct deposited amount surpassed I believe of {$1000.00} or {$2000.00} which I made sure to do which no promotional code was needed for and that for the savings account being opened I would get another {$200.00} or {$300.00} I believe. However, none but the {$220.00} was given and I even asked that this be looked into and was advised by XXXX the XXXX XXXX location manager to call in and express this so the call could be reviewed and the promotions honored due to misrepresenting what I would be getting with the meeting the stipulations outlined. He explained if it took place inside a physical location in his district he'd resolve the issue and honor it due to verifying the call, but due to account being opened online it had to be honored by the 800 customer support department. After doing what XXXX informed me to do I was given case XXXX by the over the phone customer care supervisor XXXX. XXXX XXXX called me and stated the call was reviewed and it did support what I explained, however they were not going to honor what was offered to me at the opening of my account or what XXXX stated would happen. Due to getting no where I ended up deciding to close my savings account and would have closed the checking, but was advised fines would be charged to me. I apologize at this point of creating this I don't have the specifics promotional amounts, but the case number is referenced with the specifics and the calls can be viewed.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Account got charged an overdraft + fee + ( fee of overdraft fee ) even thought I did not enroll for overdraft. Is this a fair situation? XX/XX/19 Service Charge Sustained Od - {$30.00} - {$390.00} XX/XX/19 Miscellaneous Charge Dda Debit - {$83.00} - {$360.00} XX/XX/19 Fee Overdraft ( 3 At {$35.00} Each ) |eNotice - {$100.00} - {$270.00} XX/XX/19 Preauthorized Debit Citizensbank Na Payment - {$50.00} - {$170.00} XX/XX/19 Preauthorized Debit Citizensbank Na Payment - {$80.00} - {$120.00} XX/XX/19 Preauthorized Debit XXXX XXXX XXXX Phone Pymt XXXX {$100.00} - {$41.00} XX/XX/19 DBT Purchase XXXX Ny XXXX - {$200.00} {$66.00} XX/XX/19 ATM Deposit XXXX XXXX XXXX XXXX XXXX XXXX Mi XXXX {$250.00} {$260.00}
Company Response:
State: MI
Zip: 48316
Submitted Via: Web
Date Sent: 2019-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens bank has increased my HELOC rates over 3 % over the last three years. My rate is well above the national average yet I am in good credit standing and have never missed a mortgage payment. When I called Citizens Bank in winter of XXXX they told they couldnt help reduce the rate until XX/XX/XXXX. I tried reaching out back out in XXXX and have yet to hear back from them.
Company Response:
State: OH
Zip: 44012
Submitted Via: Web
Date Sent: 2019-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Platinum checking account with Citizens Bank at XXXX, RI location ( XXXX XXXX XXXX XXXX XXXX, RI ) in XX/XX/2019. I presented the officer with a promotion coupon card mailed with the USPS change of address package for {$400.00} bonus after meeting certain requirements including maintaining a balance of {$25000.00} for three months. The banker at the branch accepted the coupon and opened the account for me in person and promised that I will receive the {$400.00} bonus after meeting the requirements. The banker didn't return the coupon card to me after opening the account and I relied on the assurance from the banker that the {$400.00} will be deposited assuming that all requirements are met. I deposited the {$25000.00} required to get the {$400.00} promotion bonus at the end of XXXX. After not receiving the bonus for three months, I called on XX/XX/XXXX to inquire about the promotion bonus and was informed via phone that bonus will be posted to my account in XXXX. On XX/XX/XXXX, I called the customer service line again to inquire about the promotion bonus that was not received. I was told that they'll investigate and get back to me. A lady from Citizens Bank left me an voicemail on XX/XX/XXXX saying that the coupon I used was valid from XX/XX/XXXX to XX/XX/XXXX and I am not qualified to receive the bonus because I opened the account before XX/XX/XXXX. I subsequently called again on XX/XX/XXXX and the person on the phone refused to provide proof that the coupon I used was not valid and told me that the manager of the branch where I opened the account will call me in the next 1-2 business days. The branch manager called me on XX/XX/XXXX and told me that I need to provide proof that the coupon I used in XXXX was valid, otherwise they would not honor the promotion bonus. The branch manager and the customer representative refused to provide proof that the coupon code was not valid, but insisted that I need to provide proof that the coupon that the branch accepted back in XXXX was valid. I don't have obligations to keep the coupon once the coupon was presented, accepted and kept by the branch banker. The Citizens Bank was clearly committing fraud by deceiving customers into depositing large amount of funds at a no a interest account.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2019 I deposited a check into my Citizens Bank account in the amount of {$20000.00}. The check was issued to my daughter XXXX XXXX, drawn on XXXX XXXX XXXX XXXX. My daughter endorsed the check, I signed my name below her name Two days later the funds were placed on a 10 day hold. I called the branch where the deposit was made to inquire about the delay in availability, as this is fourth consecutive year we have made this deposit in the amount of XXXX to the same account. Normally the funds are available the next day. The representative ( XXXX ) place me on hold, returned to the line and told me this is protocol for Citizens bank. I explained I was perplexed, as I have never had a 10 day hold placed on a check in the 10 years I have been banking with Citizens ( formerly Charter One ). I was advised the hold was for ten days ( available XXXX ). On XX/XX/2019 ( the day I was told by XXXX and in writing the funds would be available ) I checked my balance and learned the funds were still not available. I called customer service, I was advised the hold will be lifted some time during the day of the XXXX of XXXX. I was instructed to call back in two hours. Two hours later I called the branch and was notified the check was now on a 45 day hold. I was advised ( XXXX ) the check was deemed fraudulent and was on an extended hold. I asked for a manager call back. After 4 hours I called back and was advised by XXXX she had given the manger my message when I called previously and he is still unavailable to speak with me. At this time I physically went to the branch to speak with the manager. I was advised by the branch manager ( XXXX ), to contact XXXX bank, tell them to stop payment on the check and issue me a new check, as the one deposited was fraudulent. XXXX advised me the signatures could not be verified. I returned to the bank with my daughter with her drivers license to verify. We were told that was not sufficient. On XX/XX/2019, my daughter and I contacted the issuer of the check, XXXX XXXX XXXX XXXX. I explained the situation, we told the representative ( XXXX ), Citizens bank is requesting that XXXX Bank cancel their check and reissue a check as the one they issued was deemed fraudulent by Citizens bank. XXXX XXXX XXXX XXXX advised the check issued was cleared on XXXX XXXX and the funds had been deposited to Citizens bank. XXXX went on to say, there is no way they could cancel a check that had already been cashed. I returned to Citizens bank. I told them XXXX Bank was unable to stop payment on a check that was already paid. They told me there was nothing else they could do and the funds would not be available until XX/XX/2019. XXXX ( XXXX XXXX XXXX XXXX ) called Citizens bank ( with me and my daughter on the line ). We were transferred to the fraud department. They told us that the signatures could not be confirmed. XXXX ( XXXX XXXX XXXX XXXX ) asked for a manger in an effort to get the issue resolved. She asked for an action plan from Citizens bank. The representative stated the fraud department was not customer facing and there is no one else to talk. to. She said there is nothing else we can do other than wait 45 days. With that being said, the representative hung up. I have been hung up on, my check is still on hold, myself and my daughter together physically came into the branch to clear up any possibility of discrepancy as to the signatures ... I have been a customer with Citizens bank for 10 year and, I can not believe this is how Citizens bank treats there customers. I need immediate resolve to this issue. XXXX XXXX XXXX XXXX has asked for the funds to be release as well as myself.
Company Response:
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2019-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Account Number : XXXX I'd like the 9 charges of $ XXXX monthly maintenance fee to be removed, and the amount returned to my account. I signed up for a promotion, and did not receive the promotion. I also did not receive my statements. I moved in XXXX, and just recently received my statements for the past 9 months. I updated my address for this account. Thank you, XXXX
Company Response:
State: CT
Zip: 06840
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One Bank is purposefully making it difficult to remove PMI. I submitted a request to start the process 3 weeks ago and have not received a call, email, or secure message from the company with ALL information for removing it. They have only sent a message saying they will send another message via snail-mail. They REFUSE to give me the contact information for the PMI department.
Company Response:
State: CA
Zip: 94403
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: XX/XX/XXXX, I received a Promotional Offer from Citizens Bank that came in the mail, offering up to {$600.00} if I opened a new checking and saving account. On XX/XX/XXXX, I went to the branch whose address appeared on the offer ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX ) and spoke with Associate XXXX XXXX ( XXXX ID # XXXX ). I explained that I just received this offer in the mail and asked her what I needed to do to receive the offer. I gave her the offer and she asked me if I wanted to open up both accounts to receive maximum offer of {$600.00}, to which I said yes. The offer required a minimum deposit of {$15000.00}, be maintained for at least 3 months, and the checking account required a direct deposit of {$500.00} or more within 60 days. The offer states that if the deposits were maintained for the required period, the bonus would be paid by XX/XX/XXXX. I opened a XXXX XXXX account and deposited {$15000.00} by way of a personal check. I then opened a XXXX XXXX XXXX account with a {$200.00} personal check, and my Bi monthly direct deposits of {$170.00} started on XX/XX/XXXX and continued to date, totaling over {$1400.00}. On XX/XX/XXXX, I contacted the customer service department after becoming concerned that I had not received a notice advising that I had met requirements of the offer, and date I would receive my bonus. Customer Service Associate XXXX XXXX XXXX XXXX office ) who reviewed my account and the offer, and believed that the requirements of the offer had been met, and advised that he would submit a pay request, and I should have the bonus within XXXX business days. When I did not receive the bonus by XX/XX/XXXX, I contacted Customer Service again and spoke with a XXXX XXXX XXXX XXXX XXXX ) who stated that I should receive my offer bonus by XX/XX/XXXX. When I did not receive a deposit in my account by XX/XX/XXXX, I again contacted Customer Service and spoke with Supervisor, XXXX XXXX. She would try to explain to me that I did not meet the requirements of the bonus, because I did not make a one-time deposit of {$500.00} or more from my direct deposit. She then referred the entire case back to the original Branch office to be investigated by XXXX XXXX XXXX ID # XXXX. This complaint was supposedly turned over to the Branch manager on XX/XX/XXXX, and to this date XX/XX/XXXX, I have not been contacted by anyone.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A