Date Received: 2019-02-17
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: my card was lost and or stolen, i notified the bank immediately, they stoped the card and sended my new card. since XX/XX/2019since then i've been calling every single day and talking to dispute/fraud department, they keep telling me they still looking into it, but when the fraud accured they told me that i have zero liability!!!! .abd the fradulant charges should be removed with in 24-48 houres.i never made these fraudulant charges, and i made a police report on my own, please help me.
Company Response:
State: OH
Zip: 44067
Submitted Via: Web
Date Sent: 2019-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My problem is with my bank, Citizens Bank, NA, I have a joint checking account with them and have requested and opted out of over draft coverage ; however, the bank at their choice ( see emailed response to me ), can choose to pay bills set up on ach even though there is no money in the account and for which they can then charge me a {$35.00} over draft fee and after every 5 days another {$30.00} for sustained overdraft. This is totally unfair. My other online account rejects such transactions and the vendors will resubmit those ach transactions 5 to 10 days later when there is funds in the account at which time they are covered. That account is with XXXX XXXX and I love that they reject payments when I don't have enough money. Citizens bank, on the other hand, pays these things and charges me money. They just did this over the past week or so and charged me {$230.00}. This is outrageous! I sent them an secure message to complain and they responded with the following : " Dear XXXX, Thank you for your recent inquiry regarding the Sustained Overdraft Fee. Although you have chosen not to enroll in Debit Card Overdraft Coverage for ATM and debit card transactions, your account can become overdrawn by checks and pre-authorized payments. Every Citizens Bank checking account automatically comes with Check and Pre-authorized Payments Overdraft Coverage. With this service, we may approve and pay at our discretion checks or pre-authorized debits that overdraw your account, and charge you an Overdraft Fee, so that you can complete your transaction and your payments are made. A Sustained Overdraft Fee may be assessed if your account remains overdrawn. Here is how it works : If your account remains overdrawn for four consecutive business days, on the fifth business day we will charge a Sustained Overdraft Fee of {$30.00}. An additional {$30.00} fee will be charged on the eighth business day if your account remains overdrawn for seven consecutive business days and on the 11th business day if your account remains overdrawn for 10 consecutive business days, up to a total of {$90.00}. The Sustained Overdraft Fee will not apply when ATM and everyday debit transactions are the only transactions in your overdrawn balance. If your overdrawn balance is reduced to only the ATM and everyday debit transaction balance, we will stop charging the Sustained Overdraft Fee and reset the consecutive business day counter. If you have additional transactions that are not ATM or everyday debit transactions that are paid against your overdrawn account after we stop charging the sustained fee, the consecutive business days counter will restart at day one and may continue up to the maximum. If you have any further questions or concerns, please contact us via email or by calling our 24-hour Customer Service Center at XXXX. We value you as a customer and appreciate your business. Thank you for choosing Citizens Bank. Sincerely, XXXX XXXX. Email Team Advocate '' It should not be their choice how and to whom and for what bills I pay. That is my choice. I am going to change banks because of this and close the account, but this really hurts their customers and does not help people who are already struggling to pay their bills. Emphasis on paying my bills, I pay them and decide when to pay them. The bank should only be covering items submitted when there are funds available, especially when the customer opts out of over draft coverage. In addition, they then also choose which bills to return nsf and charge me another {$35.00} to do that, so now I pay {$70.00} per NSF for the ones they return and {$35.00} for the ones they pay. This incident cost me a total of {$340.00} for them to pay 5 items and then they charged me 2 sustained overdraft fees of {$30.00} each and another {$100.00} again for 3 of the original 5 bill paid to return those NSF. XX/XX/19 service charge {$30.00} sustained OD XX/XX/19 fee {$70.00} returned items XX/XX/19 Fee returned item {$35.00} XX/XX/19 service charge {$30.00} XX/XX/19 Fee overdraft {$2.00} at XXXX {$70.00} XX/XX/19 Fee {$100.00}, 3 overdraft Thank you. XXXX XXXX
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Bank representative was well aware of elder financial abuse and did not take steps to prevent continued exploitation. Representative disregarded & allowed abusers to fraudulently revoke a durable power of attorney put in place to protect the elder from continued financial exploitation ; further allowing those responsible for the theft of more than {$6000.00} from the elder 's financial account during the period XX/XX/2018 to XX/XX/2018, to open another account in the elder 's name willfully accommodating continued theft and financial abuse. The representative and the branch have been complicit in exposing a XXXX year old XXXX XXXX patient to further risk, and have not followed procedures for reporting this issue to the appropriate internal fraud / legal units. As the Principal Agent named in legitimate Durable POA, I was not notified of the closure of a valid account set up for the elder 's protection, nor was any due diligence conducted on behalf of the bank to identify the validity of a fraudulently submitted POA revocation presented by the individuals known & identified to be responsible for prior abuse. The behavior of the bank & its representative were unethical and reckless causing financial harm to client. A formal police report has been filed identifying the representative citing his willful blindness, as well as the individuals responsible for the theft of the elder 's funds. Additionally, a report has been filed with XXXX Elder Protective Services naming the abusers and the representative at Citizen 's Bank given the negligent aid in the continued unauthorized and unlawful theft of a vulnerable person 's limited, financial assets.
Company Response:
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I made a deposit at a branch location of Citizens bank to make my payment within the Grace period of my payment due date. I then made my payment online. When I went online to my credit monitoring service I saw that I was hit with a 30 day late for the account at citizens bank which wasnt late. I care a lot about my credit and am furious. Citizens bank made zero attempt to contact me and let me know of the issue, even though my contact information in my profile was correct, nor do they ever send paper statements. Last time I had this issue with them it was not posted to my credit report because they found the error was on their end, but this time they did report it to the bureaus and I am fed up with this misinformation on my credit.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Starting on XX/XX/XXXX unknown persons at Citizen 's Bank committed a Bank Robbery ( XXXX XXXX XXXX ) via the internet on account # ending with XXXX ( see complaint XXXX ). This is documented in XXXX case XXXX XXXX circuit page 10, document # XXXX, filed XX/XX/XXXX. After putting the money back on XX/XX/XXXX they immediately started committing a Bank Robbery ( XXXX XXXX XXXX ) of account # ending XXXX ( a checking account where a social security payment is directly deposited!! This was not discovered until XX/XX/XXXX and reported in person to the branch in XXXX, Pennsylvania. A total of XXXX was removed at this time. When XXXX XXXX was with XXXX XXXX and to listen to the conversations with his mother BECAUSE SHE IS XXXX XXXX XXXX the Police were called to escort him from the bank ( police report # XXXX ), to verify the conversation. XXXX XXXX WAS GIVEN A NO TRESSPASS DOCUMENT FOR THE BRANCH. THEY ALSO APPARENTLY FAILED TO RETURN TO XXXX XXXX HER CHECKS AND DOCUMENTS FOR ACCOUNT # ENDING IN XXXX CONTAINING {$33000.00}.
Company Response:
State: PA
Zip: 19151
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I am unemployed, and thus, have fallen behind in my payments. I have received several calls daily from Citizen 's Bank regarding my past due account. On XX/XX/XXXX, I agreed to pay {$130.00} toward my past due amount, which would bring the payment current, and set up a payment plan, which was to commence on XX/XX/XXXX, to pay {$87.00} ( 86 and change ). I was told that as long as I stayed with the agreed plan, I would no longer receive phone calls. I received a letter on XXXX, stating I am past due. I also received a call on that day at XXXX XXXX. I was told that I would receive calls until the account was current. I called to their attention that I had an agreement, and that my payment was not due until XX/XX/XXXX, and that I was unable to pay until that time, and they said the calls would stop. I was called AGAIN, on XX/XX/XXXX, where I informed the caller of my agreement, I was told I am still past due, and made a {$100.00} payment. I was told that my case would be put into a queue, and that I would no longer be called as long as I stuck to the agreement. I received ANOTHER call and text after THAT call. I responded to the text by calling in AGAIN. I was now told that the calls will continue unless I send in a Cease and Desist Letter. I am now making a formal complaint. I will send in a C & D letter, but this is ridiculous. I paid what little I can pay. I paid before my agreed date, and I am still getting calls. I am XXXX. I am XXXX years old. I have over 20 years experience in my field and a XXXX XXXX XXXX, but getting no interviews. I am doing all I can. I do not need the added stress of being harassed, when I have made an attempt and agreement, in good faith, and that agreement is not being honored. They state that the calls are being recorded -- I doubt that, because they would not continue to call and harass knowing they have been given an agreement. PLEASE HELP.
Company Response:
State: OH
Zip: 44070
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I received a call from my phone company XXXX XXXX XXXX this afternoon saying that my phone bill was not pay and i made a payment over a month ago and didnt receive anything from the back that it was declined now Im being charged double with an overdraft
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a bright green notice on the front of my property from the Tax collector ( XX/XX/XXXX ) indicating that my property was up for auction in XX/XX/XXXX, due to non-payment of taxes for XX/XX/XXXX/XX/XX/XXXX. I have all my taxes and insurances escrowed in my mortgage payment which I have never missed since purchasing the property at the end of XX/XX/XXXX. I attempted numerous times to contact XXXX XXXX XXXX XXXX and they referred me to the tax collector -- and I never was able to get a resolve because the taxes were not paid and the tax collector stated I needed to settle this with my mortgage company. After several months I became increasingly concerned - having checked my escrowed amounts online and seeing that all was escrowed in properly. I contacted a lawyer to assist me. During the course of his investigation he stated that finally the tax collector had a long conversation with XXXX XXXX which stated they had actually mistakenly applied the tax payments on the property to a parcel listed under my address but in a different location???? How can that be? Suddenly, my taxes all were paid within a week. Thinking this was resolved, I was relieved. The next mortgage bill was drastically higher - $ 900+ which showed that they actually " fronted '' my " shortage '' of paying my taxes and now required me to pay an additional {$900.00} a month in my mortgage payment til I am " caught up '' at the end of this year. The total they stated was the amount escrowed that they stated was paid by them on the late taxes. I have paid a lawyer over {$3000.00} to not be resolved yet. I paid my mortgage amount in XX/XX/XXXX and they cashed my check but still showed I am in arrears on the amount they say I owe them. I just received a notice from them that they will no longer accept any amount of mortgage lower than their required amount of over {$2700.00}! I have forwarded all this information and documentation to my lawyer who is trying to get this resolved but has not yet succeeded. I also had received a letter from the " Chairman '' stating that they were looking into this and would let me know the results. I have yet to hear a result. My lawyer has requested XXXX audit my account and has not been given any results as well. They have admitted to improperly paying my property taxes that were escrowed into my mortgage on a parcel that was listed as my address but was not my property? This is fraud. Now I am being forced to have my credit ruined due to their error and am locked out from paying my mortgage by them. I need help! I need this to be resolved before my credit is ruined. I have a monthly lawyer bill and he can not even get a resolve after nearly 6 months as well as now a " late fee '' on my mortgage payments each month for the " overage '' they say they paid for me.
Company Response:
State: PA
Zip: 17104
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: CITIZENS ONE IS NOW CAUSING PUBLIC EMBARRASSMENT BY SENDING A LATE NOTICE AND A CFPB RESPONSE TO AN ADDRESS I HAVE NOT LIVED AT SINCE XX/XX/2018. THIS WAS HAND DELIVERED TO ME BY MY OLD LANDLORD, WHICH IN TURN HAS CAUSED A PROBLEM AS THEY ARE UPSET I LEFT DUE TO A HOME PURCHASE. XXXX XXXX, OFFICE OF THE CHAIRMAN INTENTIONALLY SIGNED, APPROVED, AND MAILED A CFPB RESPONSE LETTER TO ME ; WITH AN OLD ADDRESS THAT HAS BEEN PREVIOUSLY UPDATED ON THEIR FILES. THIS WAS AS A FOLLOW UP TO MY REQUEST FOR WRITTEN COMMUNICATION ONLY, TO A CFPB COMPLAINT, AND ALL FUTURE CORRESPONDENCE. WHEN I STARTED MY COMPLAINT ABOUT THE COMPANY, I HAD A CURRENT AUTO LOAN, IN FACT IT WAS OVER PAID THE PRIOR MONTH. I WAS ASKING FOR AN EXTENSION, AND AT THE BEGINNING OF MY CALL I WAS FALSELY MISLEAD THAT I WOULD RECEIVE THAT EXTENSION, THEN TREATED POORLY ON THE PHONE ; AND TOLD I DO NOT QUALIFY AFTER I WAS TOLD THEY WOULD HELP. NOW THIS. I FEEL LIKE CITIZENS IS TRYING TO INTENTIONALLY HARM MY REPUTATION AND NAME, AND HARASS ME. I PAY MY BILLS ON TIME, I HAVE A HIGH CREDIT SCORE, AND THIS IS UNJUST HARASSMENT FROM CITIZENS ONE BANK
Company Response:
State: MI
Zip: 48021
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Account summary : XXXX XXXX XXXX acct # XXXX XXXX Joint account of XXXX XXXXXXXX XXXX XXXX and XXXX XXXX ( relations are Aunt, brother and sister ) Opened jointly on XX/XX/XXXX Account was jointly owned by all 3 parties as joint tenants with all 3 parties having full access. Account was closed on XX/XX/XXXX. Fraud Details : Beginning on XX/XX/XXXX thru XX/XX/XXXX ; 40 checks issued by XXXX XXXX listed as payable to XXXX XXXX, XXXX XXXX AND XXXX XXXX were fraudulently deposited into a Citizens Bank joint checking account of both XXXX XXXX and XXXX XXXX./ 6 checks issues by XXXX XXXX listed as payable to XXXX XXXX XXXX XXXX XXXX AND XXXX XXXX were fraudulently deposited into a Citizens Bank checking account of XXXX XXXXXXXX XXXX XXXX was not listed on either Citizens checking account where checks were deposited. Since checks were issued payable to all three parties joined by the word AND, according to the UCC Code chapter 106, Article 3, Section 3-110 the checks must be negotiated and signed by all parties whom the checks were issued to. In this case, since the checks were payable to 3 people with the word AND, each check must contain the authentic signature of all 3 parties to be cashed or deposited legally in a Massachusetts bank account that is owned by all 3 parties the check was payable to. Unfortunately this is not the case as XXXX XXXX 's signature was forged or omitted from all 46 checks and deposited to a joint checking account that XXXX XXXX was not an owner of at various Citizens Banks in XXXX suburbs of XXXX, XXXX and XXXX : 38 checks deposited with forgeries of XXXX XXXX 's signature on back of the checks/ 8 checks deposited without XXXX XXXX signature/ Total dollar amount of fraudulent processed checks : {$82000.00} This fraud was discovered by XXXX XXXX in XX/XX/XXXX. Upon the XXXX of XXXX XXXX from XXXX XXXX, while researching her accounts as her Estates personal representative, XXXX XXXX requested copies of the checks from XXXX XXXX and Citizens bank and discovered the multiple forgeries of his name. In spring XXXX, XXXX XXXX filed criminal complaints against XXXX XXXX for fraud with both police departments of XXXX, Ma and XXXX, Ma. Hence both police departments filed probable cause hearings against XXXX. In the summer of XXXX both criminal complaints were dismissed as civil matters by the court magistrates. In XX/XX/XXXX, XXXX XXXX was notified by XXXX XXXX of the discovered fraud. In XX/XX/XXXX, Citizens bank was notified of the discovered fraud by XXXX XXXX. Complaint summary : My complaint is that in order for these multi party checks to be deposited at Citizens bank, per Citizen Bank policy, all 3 check owners were required to have a joint account at Citizens. Since XXXX XXXX was not an owner of an account at Citizens bank, again per Citizens bank policy, none of these 48 checks should of been accepted for deposit, fraudulently signed or not. Per Citizens Bank policy, the only two options available to process these checks were to either have XXXX XXXX endorse the checks in person at a branch and CASH the checks OR to deposit the checks by adding XXXX XXXX as an account owner to the joint checking account of XXXX XXXX and XXXX XXXX. Unfortunately, neither of these options were taken and the checks were deposited fraudulently by XXXX XXXX. Additionally ... Citizens bank was negligent in not verifying the authenticity of XXXX XXXX signature on the back of the deposited 46 checks. Citizens bank didn't follow their own internal rules which are to not accept a third party signature on a check deposit when the third party is not an account owner of the account where the funds are being deposited to. I know Citizens bank failed to follow their own rules because I have a printed copy of them. : Thus, because of Citizens Bank negligence, I demand they reimburse my losses of {$41000.00} which is half of the total amount Citizen Bank allowed to be fraudulently taken.
Company Response:
State: MA
Zip: 01854
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A