Date Received: 2019-02-11
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citizens Bank checking account overdrafts and fees 1 ) instructions by me not to pay any overdrawn amount repeatedly ignored 2 ) overdraft policy poorly defined 1 month only overdraft paid is scheduled payments not debit purchases after funds not there only to have it change and debit purchases allowed but scheduled payments returned only 5 days after they post to account ie I made two credit card payments within 30 seconds of each other because I have two cards with one company. Almost a week after they posted to my account one of the payments was reversed meaning my account was charged overdraft fee when it posted and return fee when it was arbitrarily sent back. A week later a scheduled payment was paid posted to my account then a week later returned. Overdrafts are allowed to accumulate and then at an arbitrary time card is constantly declined. Over a year ago I repeatedly requested no overdrafts because every manager I talked to defined it differently how and what debits are allowed as overdrafts. This refusal to follow my instructions has resulted in high overdraft fees every month resulting in THosands of dollars paid in fees over the life of my account. 3 ) Six months ago I deposited check from company. Bank sent letter saying extended hold placed on it. Bank sent letter within 3 days of deposit saying would not honor check. My bank app showed that the check amount not credited to my account but their register showed it being deposited delaying fund depletion but when sent back I incurred fees and overdrafts These policies make it too difficult to manage account to prevent overdrafts but the bank does not seem to allow me to request no overdrafts. I am XXXX in constant pain and the mental process of managing condition causes lapses in my ability to manage funds using online tools that is why for over a year I have requested no overdrafts to be allowed. The arbitrary overdraft policy assures bank of monthly overdraft fees and a {$30.00} a week extended overdraft fee costing me thousands of dollars in overdraft fees. Over the years my complaints have resulted in some fee reversal but it is nothing compared to money I have lost.
Company Response:
State: MA
Zip: XXXXX
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: 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: I have tried to file chargebacks on three cards to recover from fraud on 3 credit cards in citizens bank and they denied me that chance. for the card ending in XXXX I owe {$5000.00}, for card ending in XXXX I owe {$3900.00} and for the card ending in XXXX I owe {$1900.00} from the letter given to me on that letter.
Company Response:
State: MI
Zip: 48316
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I received a letter on XX/XX/XXXX stating my accounts were being closed with no explanation. The letter stated I had until XX/XX/XXXX to reconcile all banking activity. This left with 5 business days with the weekend and the holiday within that date range. On XX/XX/XXXX after inquiring about the situation via telephone I was informed that my account was frozen and I could not have access to my money. No transactions or automatic payments would be completed which I had intended to be resolved before the XX/XX/XXXX deadline. At that time I had an automatic debit in process for my mortgage and a loan payment due on the first of the month. I was not given an appropriate amount of time to insure these payments were secured. On that same day I was also denied access to my online account which stopped me from being able to view any transactions in process. I was not able to determine if payments of my loan had been processed. I also have a joint credit card with my daughter who is a college student in Florida. I inquired if that account was also targeted and was told there was no information relating to that being it was a separate entity. On XXXX my daughter was denied use of the card and on XXXX I received a letter stating the credit card account was also being shut down. I am completely appalled that a bank can have such unfair practice and control over my money without proper notification. Not allowing me access to my money seems unethical if not illegal. I was never given an explanation for these actions and was told it was not my right to know. I have been a customer for over thirty years and have never had any issues with any of my accounts. In conclusion I am asking for an investigation into this unfair practice. I would like to know that a bank can not take control of someones money without god cause or a reasonable amount of notification. I feel that a thirty day notice is a reasonable amount of time to reconcile or banking transactions and it should be my right to refute any information used against me to cause my accounts to be closed.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is related to our previous complaint under # XXXX. You accepted bogus and fraudulent answer of the bank and I have to file a new complaint to provide evidence that the answer was fraudulent.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2019-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I've been in communication with Citizens Bank regarding the excess amount they are requiring as the beginning balance for our escrow account causing a shortage of approximately {$2900.00} when we already had an escrow balance of {$1500.00}. According to the regulations provided at closing the required amount for escrow is XXXX or XXXX of the amount needed. A starting balance of over {$4000.00} is about 40 % of the needed escrow funds. We find this to be excessive. I've reached out to the bank and questioned this as well as asked them to rectify. However, I keep being advised the " Office of the Chariman '' is researching and will get back to me. The last phone call on XX/XX/XXXX I was advised they were still researching and I would be contacted on XX/XX/XXXX stating the Office of the Chairman had resolved the issue. I replied stating that I am not aware of any resolution and restated my concerns of the excessive escrow balance being required and referred to the Real Estate Procedures Act. Unfortunately, as of today, XX/XX/XXXX, I have not received any sort of response, update, or resolution.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I believe that citizen bank is knowingly commiting consumer fraud with advertising and offering overdraft protection. On the morning of XX/XX/2019 asi walk to work I check my account to find the insurance policy I recently purchase being debited from my checking account. This transaction made my account negative. Less than 24 hours I transferred money from my saving account to cover the transaction, however the bank had already charged the overdraft fee. What is overdraft protection for if the consumer still gets hit with overdraft fees less than 24 hours of a transaction even after covering the overdraft balance? The bank does not have the best interest of the consumer and I feel like they are fraudulently offering protection from overdraft and charging overdraft fees.
Company Response:
State: PA
Zip: 19132
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I took out a HELOC in XX/XX/XXXX against my principal property. I paid that loan off on XX/XX/XXXX but somehow I ended up having a {$0.00} ( XXXX cent balance ). Because of the outstanding interest rate on the HELOC ( 2.99 % ), I was advised to keep the loan open instead of closing it at that time, incuffing an annual fee of {$25.00} to keep the line open. I have paid each year in XX/XX/XXXX via a direct payment from my checking account at another bank. At the end of last year, I was notified that the HELOC was coming to the end of the draw period. I called to close the account and was told that they could not take a {$0.00} cent payment via transfer. On XX/XX/XXXX, I received a bill from the bank stating that I owed {$37.00} including a {$37.00} late fee. I called CS and requested that the fee be waived, which I was told would take 3-5 business days for a response. I was also told I would need to pay a {$74.00} fee to have the Lien Released on my property. I was able to may a payment from my other back checking account of {$1.00} to make sure I have no more balance on the Line of Credit. I called XXXX County Controller 's office and was told that the fee for the bank to release the Lien is {$54.00}. I reviewed my HELOC contract which states I may only be charged a release fee equal to the amount of the 3rd party fee ( which in this case would be the Controller 's office ). Today, I called the bank back to see the outcome of my request to have the fee waived. The bank did waive the fee, but I only found this out by talking to a supervisor, because the initial CS agent told me it was denied. I also explained to the supervisor that XXXX County Controller 's office stated the fee is {$54.00}, not {$74.00}. She said that XXXX County " has not notified the bank of any fee changes ''. After paying the the {$73.00} balance, I asked how I would receive my refund for the extra {$20.00} payment to the Controller 's office, and she stated that if the bank received a refund from the controller 's office that it would be forwarded to me. ( I have a very hard time believing that this will take place. ) Cudo 's to the Lender for waiving the crazy {$37.00} fee. They could have done a much better job explaining the Fee to " Close the account '', and there is the issue of the discrepency between what the Controller 's office told me and what the back is charging.
Company Response:
State: IL
Zip: 60148
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I was approved for the XXXX upgrade program with XXXX through Citizens One Personal Loans Account # XXXX. XX/XX/XXXX I received a letter from Citizens One regarding the above listed account number. I was told that there was a balance that had not been paid when I upgraded to a new phone and the account number changed. Upon calling on XX/XX/XXXX, I was told that the problem with the billing was due to Citizens One. I was not told of a work/investigative ticket # XXXX initiated by Citizens One until my recent phone call on XX/XX/XXXX after being denied the ability to upgrade. With the reason being POOR CREDIT PERFORMANCE WITH CITIZENS ONE. The outstanding debit was {$20.00} that I was unaware of until XX/XX/XXXX. I paid this outstanding debit on XX/XX/XXXX via debit card. I am fine with resolving the debit, but am not fine with the charge off that could have been and should have been prevented. I was never notified that Citizens One investigation with XXXX showed that I was the person that needed to cover the outstanding debit. I did not receive any correspondence via physical mail nor e-mail regarding the findings of the ticket/investigation. The above listed account was paid by a credit card that I provided, but was not charged the outstanding amount. I was given a new account and have paid it without fail as I did the above listed account until this issue.
Company Response:
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2019-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2018 my mortgage was sold to a new servicer - Citizens One bank. Shortly after the sale, monthly payment amount went from XXXX to XXXX ( I was unable to get a clear explanation as what the reason for the increase was ). Since I had automatic payments set up with my Bank ( XXXX ), I continued making a monthly payment in the amount of XXXX for two months after the increase took effect. Rather than billing me for the difference, Citizens One, who discovered the problem in XX/XX/2018, decided to refund my two monthly payments (!!! ) and then started making threatening calls to me, claiming I was about to default on my mortgage. I had to make an emergency payment of XXXX to make my account even. The two payments of XXXX were refunded by ( physically!!! ) mailing 2 separate checks to my home address - each in the amount of XXXX, one on the XXXX and another - on the XX/XX/XXXX. Naturally, one of these checks got lost and despite me calling Citizens One numerous times for a replacement check, none was sent to me. It has been nearly two months and I can not get my money back! I find it absolutely outrageous that this kind of unprofessional and borderline fraudulent behavior is tolerated - Citizens One is clearly incapable of providing quality service to its clients and should not be allowed to service consumer loans.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2019-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have paid my fire district dues each year since I purchased my home in XXXX, except for XXXX. I refinanced in XXXX, and in XXXX XXXX XXXX paid that from my escrow account. I called and was told orally they wouldn't do it again, followed by letter and a notation on my account page on the web site. XX/XX/XXXX with no notice to me XXXX XXXX agent cut a duplicate payment against my escrow account, which was returned uncashed by the fire district since I paid my bill. Each time I called XXXX I was told that it always pays fire district dues ( you can see from attached pmt history that was not the case XXXX, just XXXX ). Based on this transaction XXXX sent me a " deficiency '' notice requiring {$300.00} from me or they will jack up my monthly payment by more than {$55.00} per month. If someone will just " find '' or stop payment on the uncashed {$320.00} check it will more than cover the so-called deficiency.
Company Response:
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2019-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A