Date Received: 2019-03-18
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: The weekend of XX/XX/XXXX I was out shopping. I checked my citizens bank mobile app to make sure funds were available and it showed me that it was. So I made a few more purchases since I saw money was available to me. I randomly checked my mobile app on XX/XX/XXXX and it said my checking account was negative {$330.00} plus dollars. My savings account had {$340.00} in it. I called Citizens customer service number spoke to a representative then spoke with a supervisor named XXXX who is located in PA. Both the representative, XXXX and I agreed that I wasn't enrolled in the transfer savings to checking overdraft. XXXX said over the weekend the bank had a glitch and let transactions go through that it shouldn't of. She stated several times it was a bank error even though my account was set up to decline transactions if I had no funds. She tried to use an excuse about pre-authorized debits but as she saw and I explained that wouldn't apply because I haven't had one since late XXXX. Then she tried to say well you should manage your account so you don't over spend I told her I used the app prior to even shopping. XXXX 's response was that the mobile app isn't 100 % accurate. I have no contract/agreement with Citizens Bank stating that this app isn't accurate or the percentage of accuracy of the app. XXXX stated since its the banks fault they wouldn't charge me an overdraft fee as if it was a favor when its the banks error to begin with. If the bank cant properly manage my money what do I need you for is what I asked her and she didn't have a response. Anytime I have used my card and checked the app directly after a purchase it shows immediately in that app. This was the first time this has ever happened. I asked to speak with someone above XXXX she said there is noone and said she was submitted a complaint to the chairmen board. XXXX said the board would contact me in 1-3 business days this conversation happened on XX/XX/XXXX. Noone contacted me. So today XX/XX/XXXX I called and spoke with manager XXXX who is located in Rhode Island and her extension is XXXX. I called today because on the same day I called XX/XX/XXXX XXXX Bank transferred the money I had in my savings into my checking and then charged me a {$12.00} savings overdraft transfer fee. This was done with out my permission. when I spoke with XXXX I told her this. XXXX stated that I have the savings to checking overdraft plan. I told her that was untrue and the XXXX people that I prior spoke with agreed that I didn't have that plan because if I did for one they wouldn't of charged me {$12.00} ( I know this because I had this plan a few years ago. I cancelled it in XXXX but every year i have this same issue with them. I would call once a year to complain and tell them take me off that plan and decline my payments if the funds aren't there ) she said I enrolled in XXXX which is a lie. So on top of the " glitch '' which didn't decline my card or the app showing the correct balance they transferred monies without my consent.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2019-03-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I was trying to cash a personal check amounting {$50.00} dollar at the Citizens Bank, XXXX XXXX XXXX, XXXX, PA XXXX this morning ( XX/XX/2018 ) by producing a my personal check to the teller -who said is also the manager of the Branch, ( name tag - XXXX XXXX ) In order to cash my own check, he asked for a Sate Issued ID. Unfortunately I did not have a state issued ID instead I gave my employer badge, issued by the Federal Reserve Bank of XXXX, that has my name and Photo ID. XXXX XXXX XXXX was very stubborn in insisting a sate ID or passport to get {$50.00} dollar even after he was able to verify my signature in the system and show an employer badge with Picture and name. And my account have much more than {$50.00} at this point of time. I feel like I am very much embarrassed, and felt like it is not a proper way of helping a customer, So I am filing my complaint with you to take up this matter at the appropriate level to 1 ) substantiate that this is strictly followed protocol of the Citizen Bank to cash out any check including a small amount of {$50.00}. 2 ) If not, I feel like it is a targeted action by the employee of the bank. I even asked for his supervisor to present my situation, and he said he is the top one of the branch
Company Response:
State: PA
Zip: 18966
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-15
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I made a payment in the amount of {$410.00} on XX/XX/XXXX. When I logged onto my account it stated XXXX was due. I recieved a letter in the mail from Citizens One stating I owed {$660.00}. I called customer service three times on XX/XX/XXXX at XXXX, XXXX, and XXXX. I explained that a payment was made and why did I receive a letter. I was told the payment was received and that I owed XXXX. XXXX. The last phone call I asked to speak to a manager. She claimed that I only owed XXXX. When I asked her why when i just paid XXXX XXXX and why now do I owe XXXX due by XX/XX/XXXX? The manager then says I owe XXXX by XX/XX/XXXX. I explained to the manager that the numbers were not adding up. She agreed and put me on hold. I was on hold for 26 minutes. I could not hold any longer due to being on my lunch break and had to get back to work. I've yet to receive a call back explaining current charges.
Company Response:
State: VA
Zip: 22601
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been requesting a mortgage payoff statement for the past 3 weeks. The company does not mail me the mortage payoff statement and has not returned my calls when i've reached out to customer service. additionally - i have tried to make extra loan payments online - but the mortgage company ( Citizens One Home Loans ) charges me a {$10.00} fee and {$40.00} separate fee for making extra payments online. This is predatory lending. They are not allowing me to pay off my mortgage and I want to pay it off in full since the interest rate is very high ( 8.125 % ). Customer Service Monday through Friday from 8 a.m. - 5 p.m. XXXX XXXX Option 1 - XXXX XXXX Notices of Error or Requests for Information Citizens One Home Loans Attn : Customer Service XXXX XXXX XXXX XXXX XXXX, VA XXXX Collections Department Monday through Friday 8 a.m. - 8 p.m. XXXX XXXX Option 1 - XXXX XXXX
Company Response:
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I purchased a vehicle with Citizens One XXXX XXXX. 1. My first " statement '' did not have loan amount. 2. Letter did not come with a coupon book. 3. Interest rate is not stated or principal / interest broken down 4. Called numerous times to resolve items and get transferred around to different depts. 5. Fuzzy copied letter does not appear " real ''
Company Response:
State: IA
Zip: 501XX
Submitted Via: Web
Date Sent: 2019-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Loan for business vehicle was secured on XX/XX/2018. Each month the invoice for the payment on the loan is received with the incorrect name of the business on the payment remittance slip and the 'TO ' address that shows through the loan payment window. I have sent certified mail return receipt documents to the correct business address of the Loan company ( Citizens One ) to have the information correct and have received three letters and the initial loan paperwork that had the business name correct. I have called and talked with a supervisor and back area supervisor regarding the incorrect business name and each time the invoice is changed for one month and then it reverts to the incorrect business name.
Company Response:
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2019-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX account : The main concern I had during this process was that they acknowledged a complete application for their underwriter two times. At that point they have 30 days to make a decision ; which took them over three months. The reason was because escrow stated they did not have enough information to determine an escrow payment. One several occasion we provide all requested information in a timely manner and they acknowledge receipt and that it satisfied the request but still did not make a time decision. Their delays directly contributed to an increase in the escrow portion of the payment and further arears. They basis for not being able to offer a modification was because they could not make changes which would offer an affordable monthly payment, but if they had not delayed they payment would not have needed to me as high. Their internal processes prevented XXXX from being able to seek a fair solution and violated her rights as a borrower. the delinquency was due to an adjustable interest rate that changed after a 10 year lock in period ; which XXXX was not aware of and the payment increased from {$400.00} to over {$1000.00} a month. That XXXX met with a housing counselor as soon as the delinquency happened but because of the delays by the servicers the loan has fallen further behind and has been referred to an attorney which now makes the possibility of an affordable retention option difficult if not impossible.
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2019-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I went in-branch to open a checking account and they assured me that they could match {$600.00} bonus offered online. XXXX XXXX XXXX I checked via online messages and they said I qualified repeatedly. I still wanted to make doubly sure and then they said no. It seems the in-branch person was misinformed or misled me.
Company Response:
State: NY
Zip: 10708
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: In XXXX of XXXX I was forced to stop working for health reasons so I got behind on my car loan with XXXX XXXX XXXX XXXX ( XXXX ). I several attempts to put 2 payments at the end of my loan which XXXX allows you to do twice in the life of the loan. The first time I file the paperwork I apparently had my account number wrong even though XXXX sent me an email saying the money was debit from my account. The 2 times after that I was told you could only be 60 days behind, once I was 61 days and the lastest attempt on XX/XX/XXXX, I was told I was 63 days late so I had to make another {$400.00} payment along with {$390.00} for interest changes. I was unable to meet the financial burden asnInhad just pay {$200.00} in reposession fees along with a {$400.00} payment. On XXXX XXXX, the day before my car payment was due, XXXX took {$300.00} of my daughters ( XXXX XXXX ) {$390.00} XXXX XXXX payment as in was deposited into our joint account. I immediately called XXXX and was told that it was in the fine print of my car loan that they could take any moneys out of any account my name appeared on. I read the loan agreement called back XXXX, told them it wasnt in my agreement and asked them to send me a copy, the did not. On XXXX XXXX XXXX from Citizens Bank Collection department called to say I was 38 days behind, so I told her you just took {$300.00} out of my daughters XXXX XXXX she we would not have done that it would be fraud. XXXX put me on hold spoke with someone at XXXX, then told me oh we can take money out of your account it is in your agreement with for your checking account, which I have read all the documents I was given with my bank account and never saw that. I asked XXXX to give my Daughters money back and they refused. In all the months I have been behind in my car loan XXXX has not ever take mine or my daughters XXXX money, as I read they are not allowed to. Citizens Bank will not allow me to download any transactions from my car loan, Ihave attached the transactions from my joint account.
Company Response:
State: MA
Zip: 01930
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened checking account online with citizens bank. The initial deposit check was sent from my XXXX XXXX to citizens bank fulfilment center. That check was deposited XX/XX/XXXX Citizens bank has this {$8000.00} deposit on hold until XX/XX/XXXX. I have called citizens bank and visited the XXXX XXXX branch. I am getting a run around with no clear solution.
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A