Date Received: 2019-02-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday eve XX/XX/XXXX, I was advised by XXXX, MA Police Officer to check my checking account/debit card balance. I had called the XXXX Police Department ; they dispatched an Officer ( to my home ) as I complained that I believed that I was in the midst of a scam ; I stated that in was happening in real time. As my account was in tact, the Officer understood my reservations, but no crime had been committed at that time ; hence her advice to check my account regularly. On Sunday morning XX/XX/XXXX, I was now overdrawn {$400.00}. On Saturday XX/XX/XXXX, my balance was {$1600.00}. I went to my regular Citizens Bank ( on the XX/XX/XXXX ) to speak with a Manager about my situation ; I brought documentation. She was of little help, unwilling or unable, and referred me to the bank 's normal customer service telephone number. On Sunday by telephone a bank employee took a detailed complaint. She stated that I would hear from an investigator within 2 business days. I have to hear from an investigator.
Company Response:
State: MA
Zip: 02169
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: 2019-02-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: To whom it may concern : I became aware of my credit score dropping ~100 points in early XX/XX/XXXX. I requested a copy of my credit report and found that I had a mark for 60 days past due on a joint Citizen 's account that I had closed several months prior ( I believe in XX/XX/XXXX ). I am frustrated and feel I am not at fault for this delinquency, due to the following facts : 1 ) The account was closed several months ago, and at that time showed a {$0.00} balance both on the checking account and the overdraft line of credit. Why would Citizen 's allow an account to be closed if it has an outstanding balance? Why would they not let me know at the time of closure if there was an outstanding balance? 2 ) Even though I closed my checking and overdraft accounts, they still showed up in my Citizen 's Bank Online account page. They continued to show a {$0.00} balance, so I had no way of knowing that I owed anything. Even after calling several times to close the account, it still appears on my online account. I have attempted to close this account at least twice and the associate on the phone confirmed it was closed. However, it still chows on my online page with a XXXX balance. I proceeded to contact Citizen 's Bank customer service on XXXX via the XXXX number and immediately arranged payment for the outstanding amount of {$40.00}, which I was not aware was outstanding. I then called back asking how I could remove the mark from my credit score. After being transferred to no less than 5 departments after about 40 minutes, I asked to speak with a manager in the collections department and was connected with a woman named XXXX. She said I could submit my request to her via email which I did on XXXX. I never heard anything back, and called to request followup information on another day in mid-XXXX. The woman I spoke with took notes on my account and noted that prior conversations had been documented and that I should receive something in the mail to confirm receipt of my complaint. I never received a letter in the mail, so I emailed the collections dept at Citizens to confirm they received my initial email. I have received no response from any of these efforts. Finally, I would like to note that I am moving to North Carolina in the coming months and plan to purchase a home, which will require a mortgage. The timing on this could not have been worse, as it has negatively affected my credit score by 100 points. This obviously means a worse interest rate, costing me thousands of dollars -- over a missed payment for {$40.00} which I was never made aware of. Please remove the mark from my credit score as I do not believe I was properly made aware of the outstanding balance, and paid it off as soon as I was made aware ( through my own investigation after a significant mark on my credit report ). I have made over a decade of on-time payments to citizens bank and all other financial institutions with which I have done business. I have worked very hard to get my credit score above 800.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I went to pay off the total balance due on my credit card at the XXXX XXXX XXXX XXXX branch of Citizens Bank on XX/XX/2018. I told the teller that I was there to pay off the balance on my credit card. I gave the teller {$180.00} first, which was supposed to be put towards the balance of my credit card. The remaining balance on my credit card was to be paid by my fiance through a second transaction. We asked the teller if it were easier if he were to pay the remainder from his debit card or with cash. He was alreading taking money out of the atm, and she said it would be easy to pay in cash. He paid the rest of the balance, which was the remainder ( {$160.00} ). We left that day under the impression that the card was paid off completely. A week and a half later I went to the bank to pay off the next round of charges which were equal to {$170.00}. The teller on that day told me that I owed over {$400.00}, and I said that couldn't be right, so she told me to call the number on the back of my credit card. I made no payments that day, because I wanted to resolve any misappropriated funds. When I called the customer service credit division, they told me to have a copy of any receipts I had from that day faxed to accounting. I went to the branch to do this, and the fax was not working that day. It was at this time we noticed that the money was deposited into a wrong account, not put towards the credit card as the teller was instructed to do. We could not find a transaction receipt for the other funds that were given to the teller to pay off the rest of the credit card. I called Customer Service of the Credit Division again that night, and was told to call them from the bank branch to help resolve the issue. A couple days later I went in to speak with someone about resolving the issue. It was the same teller that made the mistakes on the XX/XX/XXXX. Innitially she set up an appointment for the following XX/XX/XXXX. She cancelled that appointment and told us that a Chairman of the Board would call us because she didn't feel comfortable resolving the issue. I instead payed the {$170.00} towards the CC so that any remaining funds were those that I believed I payed off via the bank when I gave them cash to put towards the balance and also associated late fees because those payments were misappropriated. I always keep up with my payments, and if there are issues I do my best to resolve them in a timely manner. That week, XXXX, a chairman of the board called. She talked in circles about information I would need to provide to them. She told me to fax what receipts I had to her. She told me many times she could not reference transactions without a receipt. I wanted to at least sent her what I had, which was a copy of the receipt for {$180.00} I got for money given to the teller ... .money that was supposed to go towards paying off my CC balance, but instead was accidently deposited by the teller into someone else 's account ( I did not authorize a deposit of {$180.00}, it was supposed to be a payment towards my CC balance ). We could not locate the other transaction, and though someone from Customer Service in the Credit Division told me that the bank should be able to locate it through the records from the day, XXXX seemed unable and unwilling to help without that specific transaction information. I told her I would fax the information I had over and she assured me 3 times that she would call me the following Wednesday to touch base no matter what. I faxed the receipt on XX/XX/XXXX. XXXX tried calling on XX/XX/XXXX but I was unavailable. I waited for her call on XX/XX/XXXX and did not receive one. I even called her office around XXXX to try to reach her, but got her answering machine. I also called XX/XX/XXXX and got no response, no call back. I then called XX/XX/XXXX and left a message again. I reached out to the Customer Service line once more and XXXX assured me he would let XXXX know I was trying to reach her. XXXX finally called back later on XX/XX/XXXX. I was so frustrated by this point, having poured many hours into resolving this issue. XXXX told me that the receipt that I sent was a deposit into someone else 's account and that she would need proof I was making a payment towards my credit card. Well, if the teller hadn't made a mistake then I would have the proper information, but this is one of the reasons I was calling. The money wasn't put towards the credit card, as I instructed the teller to do. I was so frustrated at this point and heated, I resolved to reach out to consumer finance to file a complaint. I should not have so much trouble trying to resolve this. Whether this was a mistake or intentional misappropriation of funds by the teller, the bank has done little to help me actually resolve this issue. The bank doesn't even seem to care that the teller made mistakes, telling me they can't do anything to help me. That is why I am reaching out to the CFPD. I hope that the CFPD can assist me in resolving this issue. I have had good standing with the bank so far and I do not wish this to negatively affect my credit.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2019-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-31
Issue: Problem when making payments
Subissue:
Consumer Complaint: On XX/XX/2019 I made two payments from my checking account to my personal line of credit that is issued by the same financial institution. Two payments : 1 being the regular current due payment of {$200.00}, and the other an additional principle payment of {$100.00}. Both made on the same day one after the other. Both payments had been withdrawn from my checking but only the additional principle payment had posted to the personal loan. I have since called Citizens bank 3 more times to rectify the situation. First was on XX/XX/XXXX, for which I was on the line with the bank for 45 minutes at that time received a confirmation number that the problem would be fixed. I consistently checked my account on line and still had not been fixed so I called back on XX/XX/2019 and was assured it would be fixed and I would receive a phone call by Citizens bank the following Tuesday or Wednesday confirming the funds of my regular payment of {$200.00} would hit the personal loan. Still no payment as of Thursday XX/XX/XXXX and now I have received a past due notice in the mail stating I still owe {$42.00} and being charged a late fee. I am on hold with Citizen bank now waiting for a supervisor and have been on hold for 20min. They keep claiming that this is waiting for review from " BACK OFFICE ''. I am not sure why I have to wait for them to post a payment that is clearly seen as being withdrawn from my checking account long before actual payment was due. Both accounts are with the same bank.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I went online to access my checking account. I noticed that my balance was extremely low. I then saw that on XX/XX/XXXX two fraudulent checks had been cashed -- one for {$9300.00} and the other {$8900.00}. A substantial amount of money. I immediately contacted my bank, froze the account, and requested an investigation. I then went to a branch, told the very sympathetic and helpful employee my tale, and opened a new checking account. I was told that in most cases the investigation takes 14 business days. It is now XX/XX/XXXX. I have filled out an affidavit which did not arrive at my home until XX/XX/XXXX or XXXX. It was dated XX/XX/XXXX. I had it notarized and mailed it. I was told claims received it on XX/XX/XXXX -- over two months after my initial call to the bank. Needless to say, I'm frustrated.
Company Response:
State: MA
Zip: 02118
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: did not receive proper interest for days accrued during grace period. was told by my premier manager XXXX XXXX what the amount of interest I should have received was but did not receive. according to citizens bank XXXX was no longer at the bank. they told me the account dropped to 0.05.On a cd account. should have received 1.54 percent. Was told by XXXX XXXX the amount was XXXX. instead received 1.52. Spoke to branch manager XXXX XXXX and was told someone would get back to me. that was one week ago and still no one called to resolve this. Very unprofessional bank. every manger I have delt with is always gone. I am told different answers by everone. Deceitful practices and no one has the courtesy to call back in a timely manner.
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received an escrow check in the amount of $ XXXX. I am not sure about the change amount. I immediately contacted XXXX XXXX XXXX, because I was confused because I had not been in my home for 12 months in XXXX and I knew that I should have a balance. At this point on XX/XX/XXXX, I called XXXX XXXX XXXX, and I explained my escrow refund could not be correct. I asked can I please bring the check to my local tax authorities and I was told that I did not need to. On XX/XX/XXXX I received a certified letter from my local tax authorizes saying that my taxes were not paid. I again contacted XXXX XXXX XXXX, because I am aware that I am paying escrow and, because my loan is escrowed, the servicer ( on behalf of the lender or subsequent owner of the loan ) has a duty to make timely escrow disbursements under federal mortgage servicing law.If the servicer fails to make the insurance or tax payment, and i know i should send the servicer a notice of error. so I did. I offered to pay the past due taxes, because of the error in the Escrow check that was issued to me prior, I was then told, that I do not have to pay anything because they made the error and they would fix it all. I then explained I do not need the stress of my home being up for unpaid tax sales, and again the rep explained that since I faxed over the correct parcel number, that they will have my taxes paid and this error fixed and I will not have to worry about any unpaid tax issues. The rep that I spoke with then realized that the mortgage company made an error on my closing and my parcel number was incorrect. That said this would be fixed. I had to fax a letter to them from my local tax authorities to verify the correct parcel number. XX/XX/XXXX comes, and I received another certified letter. At this point, I'm nervous so I just paid it. XX/XX/XXXX comes and I get a certified letter informing me that my home has been sold for unpaid taxes and I could redeem my home once I paid the taxes within the correct time. I reached out to my mortgage company on XX/XX/XXXX and explained the error. The reps said they would fix it and they would give me a call back on XX/XX/XXXX just for an update. I explained on XX/XX/XXXX i do not want them taking my current escrow money to cover the error that they had made, because i made multiple attempts to rectify it, and the company did not keep their word or hold up their end of the bargain. On XX/XX/XXXX, I got a call back, and I was promised an updated by Monday XX/XX/XXXX. On XX/XX/XXXX no one contacted me. I waited XXXX week and 1 day from XXXX XX/XX/XXXX dispute and contacted the company on Friday XX/XX/XXXX, at the tax department, and I the rep for the company told me she could not help me. On XX/XX/XXXX more than 30 days from my original dispute, I finally got a call and voice message from XXXX in XXXX XXXX at XXXX XXXX XXXX who was working with XXXX XXXX. At That time when I spoke to her I explained that the undo stressed caused me XXXX XXXX XXXX, XXXX, XXXX, and I was XXXX XXXX. I explained to her that the XXXX of not knowing for long, especially trying to figure out what is going on with my house, is driving me XXXX. I then verbalized again, that I do not want them to take my current escrow money and pay last years due to them making the error because it will make my mortgage go up. XXXX acted like she understood, but i found out later that the company took my current escrow money and paid the past due error that they made, and now i am short on my current escrow balance and my monthly mortgage notes are going up due to no fault of mine. This was after I made multiple attempts to identify and get assistants it and the company doing nothing. In XXXX I received an apology letter from XXXX on behalf of XXXX XXXX XXXX saying the company apologizes and they made an error and offering me a {$50.00} gift card, that was not even in the envelope. I received a {$150.00} check on the principle balance of what parish/county takes that did not include the fines I paid also. Initially I only wanted the $ XXXX paid from the company for the error, but with the large amount of undue stress, hospitalization, and multiple times I have spoke with this company to get them to correct this error, given more then 30 days from the initial date that I received a certified letter saying my taxes were not paid on XX/XX/XXXX, then I honestly feel like they should be much more responsible. I became so sick i could not pay my bills, because i had to pay deductibles, i became hospitalized, and i am now finally catching back up on my bills since XX/XX/XXXX. I have had to get on programs with my other companies to stay afloat and watch my own personal credit score go down, because i spent so much money that would go to bill in deductibles and medicines, maxing out my credit cards for travel to doctors, and now long term treatment.
Company Response:
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: We were the victims of a credit card fraud which, despite promises to the contrary, the bank has not taken any visible action to investigate or rectify. Here is a brief chronological description of the events. Please see attachments for a more detailed account. -- In XX/XX/XXXX we opened a business account at Citizens Bank in XXXX, Vt., for a small seasonal bed and breakfast that we operate at our home. During this initial visit to Citizens Bank offices we also arranged for credit card payment services and the lease of a credit card reading machine. -- In XX/XX/XXXX a prospective guest reserved rooms for an extended period of time and provided a deposit of {$1700.00} which was booked to his credit card and credited to our Citizens Bank account. -- In XX/XX/XXXX the prospective guest then secured a refund of the deposit from XXXX, the credit card services partner of Citizens Bank. Neither the guest nor XXXX nor Citizens Bank consulted us about the refund and we were not notified of it in a timely way. -- Separately, the guest communicated to us that he had changed his plans and demanded a refund of his deposit from us. Unaware that he had already received a refund, we paid him the money. We later realized we had been scammed. -- Citizens Bank refunded {$270.00} in fees incurred after the refund to the customer caused our account to become overdrawn, and has assured us that the matter was being investigated. But neither the bank nor XXXX has provided a progress report or any concrete indication that efforts are being made to recover money or take action against the fraudster. -- In XXXX the Citizens Bank branch manager in XXXX, provided a contact at XXXX. The contact was able to discuss a separate issue involving the lease of the credit card machine, but he had no knowledge of the fraud case. Thank you for your consideration. Attachments : Sequence of events previously provided to Citizens Bank. Additional documentation such as bank statements and emails available on request. Note : We have previously complained to the Vermont Department of Financial Regulation, which informed us on XX/XX/XXXX, that it had forwarded our complaint to the Office of the Comptroller of the Currency. We have not received an acknowledgement from the Comptroller.
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2019-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-28
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Dear Sir, Citizens has been creating troubles for me by not printing/mentioning complete legal name in the statements, which is violation of state and federal law. I have communicated to them multiple times and also send my identification details to citizens bank multiple times. How did citizens bank not following federal guide lines and not mentioning complete 'legal name ' and also " unnecessary spaces in the middle and last name '', which is unlawful and fraud. Is citizens bank going to be accountable and responsible at Home Land security, Immigration fraud department and USCIS if anyone submits these statements ( incomplete name and and not mentioning complete legal name ) and obtain any immigration and US government benefits. Is citizens bank going to be accountable and responsible for any kind of damages and serious consequences to me by mentioning in complete name, unnecessary spaces in the middle and last name and also not mentioned complete legal name in the account statement under account number. Its a serious crime as citizens bank not mentioning complete legal name ( truncated last name and unnecessary spaces in the middle and last name ). Could CFPB kindly direct Citizens Bank to mention/print my complete legal name along with account number in the bank statements, online account and all the bank records as per the SSN, VISA and Lawful USCIS work permit records. Could CFPB kindly direct Citizens Bank to mention/print the right first name, middle name and last name as per my legal documents and there should not be any unnecessary spaces and truncated names, which is causing troubles and damages to me. I am also informing to USCIS and Immigration fraud department that 'please do not accept citizens statements, which have been manipulated and truncated my legal name and considerable amount of mistakes, which cause injustice, dame and fraud to me if anyone submits these online statements and misrepresents me. There are very strict guide lines, there should not be any mistakes and violation of federal and state law when it comes to 'complete legal name ' in the bank records and financial transactions. I am also going to file the police complaint and also copy to Michigan XXXX 's office and Federal officer. I have attached first page and highlighted the incorrect information, unnecessary spaces ( middle and last names ), truncated last name under account number. My complete legal name with first, middle and last name must be printed/mentioned in the bank records, statements and all the records of Citizens Bank. Could CFPB direct my complaint to federal officer and also publish the article on Citizens bank fraud, which really cause damage to account holders and Immigration/US government with unlawful statements and considerable of mistakes in the statements.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is regarding a business checking account and a merchant services account, The merchant services account was never terminated by the bank in XX/XX/XXXX. Citizens bank/ XXXX XXXX has been debiting fees from my business account for seven years on a merchant services account ( XXXX XXXX ) that was supposed to be terminated in XX/XX/XXXX when we signed up with a new and lower cost merchant services option that was offered by Citizens bank named ( XXXX XXXX XXXX ). The local branch was to handle the termination of the old M.S.A when the new one was up and running. Apparently they did not perform this task. It was later discovered that during this time XXXX was either acquired or merged with the new titled organization named " XXXX XXXX ". It was the these " XXXX XXXX " debit line items that were not recognized on our business banking statements as charges from " XXXX link '' and in fact was thought to be some type of third party charge for the new vendor " XXXX XXXX XXXX ". These fees started out very small and then increased and ranged to over $ XXXX/month for a total of {$5100.00} ( Seven years of admin fees on this unused account that was supposed to be terminated in XX/XX/XXXX ). When the problem was discovered : in XX/XX/XXXX I made a call to the new vendor " XXXX XXXX XXXX. I wanted an explanation on what this fee was for and why was it so much? - it was at this time when it was discovered that this fee had nothing to do with the new vendor " XXXX XXXX XXXX. ". The XXXX customer support rep then informed me that the XXXX XXXX fees were from another Merchant services vendor - The old XXXX Link. I contacted my local Citizens bank in whom I have been with for over twenty years and they forwarded this matter to " The Chairman of the boards office ". This upper arm of Citizens were only willing to give a refund of the last month of fees and then months later threatened to shut my account down due to an " administrative error ". I am seeking the full reimbursement plus interest for seven years. ( {$5100.00} plus interest. ) At no time did Citizens or anyone inform us of this transition. Additionally we never received any XXXX XXXX statements, emails, yearly compliance forms or XXXX tax forms There was nothing ever sent to us that would have alerted that there was a problem and that the old XXXX Link was now being called XXXX XXXX and that they never terminated the account in XX/XX/XXXX as they promised. The other important issue that really concerns me is the greatly varied and sometimes high monthly fees on this unused merchant services account where no transactions have occurred in seven years.
Company Response:
State: PA
Zip: 19008
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A