Date Received: 2019-05-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I am a customer of Citizens bank. On XX/XX/XXXX we saw the first fraudulent charges come out of our bank account for {$570.00} in XXXX XXXX, XXXX, and {$580.00} in XXXX, XXXX. We were not alerted, my husband discovered them on our account himself. He called Citizens Bank that day and filed fraud claims as well as to " capture '' our cards. I went into the bank the next morning on XX/XX/XXXX to ensure the cards were cancelled ( at this time we both had physical possession of our debit cards ). The banks recommendation at that time was to order new debit cards, which we did. On XX/XX/XXXX, my husband discovered new claim in the amount of {$2400.00} at XXXX XXXX in XXXX NY, dated XX/XX/XXXX. My husband went to the bank that day and at the recommendation of their staff, we closed our original account, and opened a new checking account. We were told that we would have to wait 7-10 days until they could investigate and then we would receive our money back that had been tied up in claims. We were told the account was frozen but active until our money would be returned to us. The debit 's continued to our old account ; XXXX - {$590.00} XXXX - {$870.00} XXXX - {$2400.00} XXXX - {$630.00} XXXX - {$600.00} On XX/XX/XXXX, our NEW account was charged {$600.00} were instrcted to call and file yet another claim, On XXXX after we discovered charges on what we thought was our closed/frozen account, we went into the bank and requested ALL accounts be closed and requested to withdraw our money. We were told we could not do this because of incomplete claims. We had opted to close the account and have a check mailed to us when the money became available, which I do not believe the account was ever closed. While we were waiting for our claims to go through, on the original account, citizens had rejected our mortgage payment and credited the account with {$2500.00}, which before we could retrieve as Cash from the bank, was spent fraudulently. When asked for more information from the fraud team they said that they have narrowed it down to a stolen debit card number in the summer of XXXX. However i don't understand how having a debt card number of a " captured '' card could give you access to a NEW account opened >1 year after that card number has been suspended, and if it does, than I fear for the security of all Citizens bank customers. We still do not have our money, they have kept us waiting for ~4 weeks and will not let us close our accounts until the claims have been settled, but in the mean time have proven they can not keep our money safe. We still await ~ {$3100.00} from Citizens Bank. not once were we alerted of any type of suspicious activity on our account even after we alerted them and opened a new account. I fear their security is so poor that my and my husbands other personal information is at risk.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXX XXXX | XXXX XXXX XXXX and XXXX - XXXX Purchase a old debt that belongs to my father. I believe this was some kind of business loan from 2005. XXXX XXXX | XXXX XXXX XXXX and XXXX - XXXX Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, OH XXXX I can't find any information on XXXX XXXX | XXXX XXXX XXXX and XXXX - XXXX I was never provided a account number I was never notified of any debt in my name. Threatened with fraud Threatened with lawsuit if I did not pay for debt that does not belong to me.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My name is XXXX XXXX XXXX. On XX/XX/2019 Citizens Bank processed a Debit Memo transaction in the amount of {$790.00} from my checking account and applied monies to my mother 's, XXXX XXXX, checking account ending in XXXX on the same day without my authorization or consent. Furthermore, Citizens Bank added my name unto my mother 's checking account without my knowledge. I never signed any form added myself to the account. The XXXX at XXXX XXXX, XXXX, had my mother sign my signature on the document. On XX/XX/2019 I went to the XXXX XXXX, located at XXXX XXXX XXXX, XXXX, PA XXXX and spoke with XXXX XXXX, XXXX ID # XXXX, XXXX XXXX and explained to her the above mentioned and requested a full refund of {$790.00}. XXXX insisted that I was on my mother 's account but did not provide any documentation supporting that. In addition, I stated that my account and my mother 's account are not linked together to support the Debit Memo. Furthermore, because if this error caused by Citizen 's bank my mother was charged {$410.00} additional overdraft fees. XXXX XXXX, informed me that she has to speak to her supervisor, XXXX XXXX, XXXX ID # XXXX, for authorization because she has only been in her position for 3 months. She confirmed that with 2 business days I should hear from Citizens Bank and/or see the funds redeposited in my checking account. I didn't receive any credit or hear from Citizen 's Bank. On Friday, XX/XX/2019, I met with XXXX XXXX, XXXX Site XXXX XXXX at the XXXX XXXX. I provided him with the same information and requested a full refund. XXXX could not provide me with any documentation suporting the banks actions and refused to compromise a solution. I requested to close out my checking account. At the time he said he could not close the account that there was 3 transactions pending. I stated to keep the funds needed to cover the transactions and he refused to. XXXX said, " Come back tomorrow to close your account. '' " Also you don't have to come back to the XXXX branch, you can go to another Citizen 's Bank branch to close your account. ''
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: We co-signed for our daughter 's student loan with XXXX XXXX XXXX ( loan is now owned by Citizens Bank ) in XXXX in the amount of {$19000.00}. She left school in XXXX and payments began in XX/XX/XXXX. Since then we have made nearly 120 payments ( almost {$19000.00} ) and the principal balance is still {$18000.00}. This seems like a criminal attempt to gouge a student ( and their parents ).
Company Response:
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Im in the process of refinancing my loan. My current loan is with Franklin American Mortgage. Due to the government shutdown early this year my loan was placed in forbearance however I was never late on any payment and my loan was always kept in good standing. During the refinance process the under writer requested a letter from Franklin mortgage stating my loan is out of forbearance, in good standing and that Franklin would remove the forbearance issue from my credit report. Franklin agreed to sent a letter to the under writer in 24 hours on XX/XX/XXXX today is XX/XX/XXXX and there is no letter. My credit report continues to be affected and so is the refinance process
Company Response:
State: FL
Zip: 33014
Submitted Via: Web
Date Sent: 2019-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2019, 2 young men came to my door. They asked me several questions about my XXXX XXXX XXXX bill. They said they could lower my bills for Internet and TV and give me a free cover for my doorbell and it was included. They led me to believe that they were from XXXX XXXX XXXX. No other companys were mentioned. I allowed them to come in. They took several minutes, inputting my info into their ipad. During the process I specifically told them that I didnt want my credit pulled. After they was finished getting all my bank info, I specifically told them that I didnt want automatic payments for my TV & Internet. The last stage of this meeting was to speak to someone on the phone. Thank God for that step or I would have been duped into this loan that i did not need or want. I specifically have a No Soliciting sign on my door. Those guys approached me like they wasnt selling anything that they was there to lower my bills! I know those calls are recorded so someone should listen to it!! I was in complete shock. The man on the phone told me that i was applying for a {$1300.00} loan for a doorbell camera!, they were going to take out {$70.00} a month automatic payments!! I ended the call. Told those 2 men that I wasnt interested in anything like that! I just wanted my bills lowered. You can hear me say that in the call! Then i asked them to leave. The next day I contacted XXXX to dispute the credit pull. Their response was to contact Citizens Bank to resolve the issue and gave me a phone number. I called the number and their response was email client support. A couple days go by and i get a reply to my email. Their response was that i had signed up for a XXXX XXXX Loan Payment type of loan and they are not removing it from my credit report!! By the misrepresentation by those 2 men will cause that hard inquiry on my credit report for 2 years. This complaint is about Citizens Bank and XXXX
Company Response:
State: CA
Zip: 95776
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-07
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On or about XX/XX/XXXX I submitted a credit application to Citizens Bank, N.A. Shortly thereafter, on about XX/XX/XXXX, Citizens Bank sent me a letter asking for a copy of my state driver license and proof of address. On about XX/XX/XXXX I faxed Citizens Bank the documents they requested. The same day Citizens Bank placed an additional hard inquiry on my credit bureau report. Subsequently I had to fax the documents several times because it seems Citizens Bank can not afford fax machines that work properly or that lose documents that they actually received. On about XX/XX/XXXX I phoned to ensure the documents were finally received and request information about my application. After 45 minutes on hold, a very abusive and condescending woman told me my application was denied because they are " unable to verify information provided on credit application. '' I believe this woman lied to me. The information I was asked to verify was easily substantiated with the driver license copy submitted as well as verification of address by my utility company and XXXX XXXX XXXX XXXX.
Company Response:
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2019-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: In the month of XX/XX/2019 I experience approximately {$15000.00} being transferred from one of my accounts in three increments of just under {$5000.00} each, to what by all appearances was a legitimate company. ( XXXX XXXX ) I've come to understand having had several conversations with Citizens Bank, that any entity posing as a legitimate company who has access to your account number and bank routing number ( which appears on every check you write! ) can pull off this scam. The perpetrator begins by sending small deposits to the account followed by major withdrawals, typically starting the next day. The bank has refunded the monetary losses but certainly not paid for my time or aggravation. ( New checks, account overdrafts, payroll withdrawal reestablishment, etc. ) In my discussions with the bank, I have learned that they have security tools to prevent this type of fraud. The outrageous absurdity is that they want to charge me for these tools! How is it that XXXX can tell me when anybody is attempting to access my account and the bank can transfer funds without a word? I have been led to believe that this is common practice for banks in general. If so, this needs to be addressed!!
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: On Wed XX/XX/XXXX, XXXX XXXX initiated a payment from his Citizens Bank to XXXX XXXX 's XXXX Checking Account via XXXX. The transaction was an on-line transaction ( not mobile ). The account number for the XXXX Account was missing ONE DIGIT. As soon as we realized the problem, we called Citizens and were informed ( twice ) to NOT worry, the transaction would fall to a bad account and never complete. After a few days without getting the $ back, we contacted XXXX XXXX and realized the bad account number that was entered on-line was actually a valid personal checking account number. At first XXXX offered to assist us but then called informing us that there was absolutely nothing they could do. XXXX would not re-route or transfer the money to the original or correct account! XXXX would not reach out to the account holder in any way. They did call the bank branch in Michigan, but the branch would also NOT agree to contact the inaccurate account holder. XXXX claims they were bound by privacy policy and could not let the account holder know the money was incorrectly deposited into their account. Can you imagine if XXXX had made this mistake into your account!?!? There was no name validation or any other validation of any kind. We also contacted Citizens Bank multiple times. Citizens Bank would not even try to assist us like XXXX did. Citizens and XXXX XXXX BOTH offered a manager to call us back but neither one ever followed up with the promised phone call!!!! XXXX XXXX Bad Account ( missing the XXXX ' ) AN XXXX RN XXXX XXXX XXXX Good Account AN XXXX RN XXXX Citizens AN XXXX RN XXXX
Company Response:
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2019-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account on XX/XX/XXXX with Citizens Bank with an offer for a {$400.00} bonus when direct depositing {$1000.00} or more within 60 days of account opening. I made my first direct deposit, of {$1000.00}, on XX/XX/XXXX, well within the 60 days stipulated in the offer. Citizens has not paid my bonus, as they stipulated in the offer, which said it would be paid by XX/XX/XXXX. This is extremely unfair, and they are charging my account fees as well. This is extremely misleading advertising, and they should be charged treble damages for wrongful withholding of property, in addition to the {$400.00} that they owe me.
Company Response:
State: TX
Zip: 77007
Submitted Via: Web
Date Sent: 2019-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A