Date Received: 2019-01-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My mother had a Citizens Bank credit card. On XX/XX/2019, she died. On XX/XX/2019, I called and reported her as deceased. They asked for a copy of the death certificate. I have tried to send it to them unsuccessfully. I have also tried to log on to her account to verify it was closed. About a month before her death, I created login information so I could pay her bill online. I keep getting an error message that state that their system will not allow me to log in at this time. I thought maybe I forgot the password, so I sent a password reset to my e-mail. I still get the message, so Citizens has rendered it so no one can even view the account. I want written verification that the account has been closed and I am sending a copy of the death certificate to your office to forward to Citizens.I want to be certain that it was completely closed out and that the account has not been used since her death.
Company Response:
State: KS
Zip: 66062
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check into my account on XX/XX/2019. The receipt that printed once the deposit was completed stated that {$200.00} of the check would be released on XX/XX/2019 and the remaining total would be available on XX/XX/2019. On XX/XX/2019 I checked my account to find that the {$200.00} that was released on XX/XX/XXXX was removed from my account, and the entire check amount was placed on an extended hold until XX/XX/2019. I called the customer service number at XXXX on XX/XX/XXXX to find out what happened, and was informed that the only person that could release the hold was the branch manager. I called my local branch where I deposited the check and spoke with XXXX XXXX, as she said the branch manager was out for the week. XXXX helped me submit documentation to prove the check was legitimate so they could release my funds - the documents included a picture of a check ( from the same company ) that was deposited and cleared through my XXXX XXXX Account, and another picture of a check that was deposited and cleared through my XXXX Account. I also provided monthly statements to show that the checks never bounced. XXXX also called the company that cut the check and spoke with the accounting department in order to further prove the legitimacy of the check. On XX/XX/XXXX, I spoke to XXXX and she told me they were waiting on an answer from the fraud department. I called the customer service line again and spoke to XXXX in the claims department, and he told me that the only person that could remove the hold was the branch manager, which was not what XXXX had stated to me, as she said it was now in the hands of the fraud department. At this point, this bank account is overdrawn with 2 overdraft fees and I had bills scheduled out of my other account that posted and caused 3 overdraft fees because I did not have the money to transfer into that account to cover the previously scheduled transactions. As I was originally told the funds would clear on XX/XX/XXXX, I am now a hostage in that the bank is holding my check and not releasing my funds and they will not give me my check back so I can take it to a different bank. They have cost me {$170.00} in overdraft fees, and have made it so I can not buy food, gas, pay rent, or get my car back from the mechanic. On top of that they are giving me the run around and acting like there is no person I can speak to that can actually resolve this issue for me.
Company Response:
State: PA
Zip: 17403
Submitted Via: Web
Date Sent: 2019-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We spoke to Citizens Bank on XX/XX/19 in regards to placing a hold on our account so no unauthorized charges could come out as we are disputing charges from wepay as they are not authorized to take any funds from our account. We sat on the phone with Citizens for upwards of two hours total to get a hold put on our account so nothing could be withdrawn and only deposits could come in. The customer service representative assured us nothing further would be withdrawn. And they advised us to open a new account so we could stop this from occurring again, as {$450.00} was already withdrawn previously without our consent. Then today I check our account and there was another withdrawal of {$240.00} from wepay which we were told would not occur. On both occasions this put our account well into the negative and as a one income household this was something we could not afford. So yet again after the lengthy conversation we are out nearly {$750.00}. I have already spoken to them and unable to get this money returned to us.
Company Response:
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2019-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Dear Sir or Madam : I am writing to express my concern and dissatisfaction over Citizens Banks role in the estate of my late grandmother, XXXX XXXX XXXX, who owned three accounts at Citizens Bank when she passed away. Specifically, Citizens Bank made inaccurate and inconsistent written representations regarding the ownership of my grandmothers accounts, which became the crux of extended litigation at her passing and which resulted in me having to incur legal fees in excess of {$23000.00}. I believe that much of the litigation could have been avoided had Citizens Bank provided accurate information. My sister, XXXX XXXX, and I were statutory distributees of the estate of our grandmother, XXXX XXXX XXXX, and therefore, we were entitled to be provided with information relating to any financial accounts our grandmother may have owned ( individually or jointly ) during her lifetime. Therefore, at the onset of the administration of the estate, we requested that the executors of her estate provide us with information regarding her Citizens Bank accounts, for the purpose of determining whether such accounts should be treated as estate assets. We were provided a copy of a letter from Citizens Bank dated XX/XX/XXXX, signed by XXXX XXXX, the XXXX Branch Manager, which states that all three bank accounts owned by XXXX XXXX XXXX were held jointly with XXXX XXXX, XXXX XXXX, and XXXX XXXX. A copy of the XX/XX/XXXX letter is attached. Initially, we were concerned because the statement that there were three other co-owners on all of her accounts was inconsistent with what we had previously known and because the statement was prepared by XXXX XXXX, who is married to a relative of our family. I personally visited the XXXX XXXX and asked Ms. XXXX to confirm the veracity of the letter. She was evasive and only confirmed that it was her signature on the letter. As a result of our concerns, we were forced to commence a proceeding in XXXX Court pursuant to XXXX Court Procedure Act requesting that the Court order the executors to provide supporting documentation to support their assertion regarding the ownership of the decedents bank accounts. The Court granted our petition and entered a decree on discovery dated XX/XX/XXXX and ordered the Executors to provide us with the requested information. In response to the Courts Order, we were provided a letter from XXXX XXXX of the Office of the Chairman of Citizens Bank dated XX/XX/XXXX, which states that on XX/XX/XXXX, XXXX XXXX XXXX was removed from the accounts ending XXXX and XXXX. XXXX XXXX XXXX and XXXX XXXX XXXX were then added as joint account holders to all of the aforementioned accounts. The letter states that the account changes were made on XX/XX/XXXX ; however, the signature cards that were provided are dated XX/XX/XXXX. Notably, there is no mention in Ms. XXXX letter that XXXX XXXX was a joint owner on any of the accounts which directly contradicts the letter dated XX/XX/XXXX from XXXX XXXX, the XXXX Branch Manager. A copy of the XX/XX/XXXX letter is attached. We were also provided statements for Citizens Bank account ending XXXX that do not support either the XX/XX/XXXX letter or the XX/XX/XXXX letter. Rather, the statements showed that the account was held by XXXX XXXX and her husband, XXXX XXXX, for the entire requested period through XX/XX/XXXX. It is not until the XX/XX/XXXX statement, after the death of XXXX XXXX, that XXXX XXXX name had been removed from the statement and that XXXX XXXX and XXXX XXXX appeared on the account statement as co-owners. In light of these inconsistencies, we were forced to commence a second proceeding in XXXX Court requesting that the Court hold a hearing on the status of the ownership of the Citizens Bank accounts and ordering the executors to return the accounts to the estate to be distributed in accordance with our grandmothers Will. The parties ultimately settled the matter without having to proceed to a full hearing on the issues. Again, however, I strongly believe that had Citizens Bank provided accurate information from the beginning, I would not have had to incur legal fees to obtain the correct information.
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2019-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX, three checks were written from my account in the amount of {$600.00}, {$600.00}, and {$600.00}. The check numbers were XXXX, XXXX, and XXXX. On XX/XX/XXXX, two more checks were written from my account in the amount of {$800.00} each. These were checks XXXX and XXXX. All of these checks were not mine and were fraud. I filed a claim with Citizens Bank ( the bank which the account was hacked from ) on XX/XX/XXXX. The claim number is XXXX. Also on XX/XX/XXXX, I tried closing my checking account with the XXXX OH Citizens Bank branch. The bank tellers told me my account would be closed and that all attempts to take money out of this account would be put on hold. However, on XX/XX/XXXX, check XXXX was written in the amount of {$350.00}. On XX/XX/XXXX, checks XXXX for {$600.00}, XXXX for {$580.00}, and XXXX for {$520.00} were written. None of these checks were mine and whoever wrote them, spelled my name wrong on the signature line. I filed another claim with Citizens bank and that claim number is XXXX. I was told by multiple members of the claims department that an affidavit would be mailed to me and that I was to sign it and send it back to the claims department. However, the affidavit never came. I called the claims department on XX/XX/XXXX to have the affidavit resent to me and the woman I spoke to said she would have to email her boss to see if they can send another affidavit. She told me to call back Monday XX/XX/XXXX if the affidavit didn't arrive. The affidavit never showed up in the mail again. I called the claims department again on XX/XX/XXXX to ask for the affidavit to be sent out once again. This time the woman I spoke to said she would mail it out and that as soon as I get it, to have it notarized in the XXXX OH Citizens Bank branch and then fax it to XXXX. This affidavit still hasn't come in the mail yet. I also have been charged multiple overdraft fees from my account due to these checks. I was told by XXXX of the XXXX OH branch that all of these overdraft charges would be refunded. On XX/XX/XXXX, {$1600.00} was taken from my savings account and transferred to my closed checking account to cover the overdraft fee. This transfer happened without my permission and I do not know who did this. On XX/XX/XXXX, I called the XXXX OH Citizens Bank branch and they did not know why this would have happened. I also have a paycheck that is still in my closed account that I can not transfer to my new account due to the fraudulent overdraft.
Company Response:
State: OH
Zip: 44094
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-18
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I contacted Citizens One Bank at XXXX on XX/XX/2019, approximately XXXX est ; in regards to my auto loan, which is now XXXX years old, and is paid each and every month, in full as agreed upon in my loan. I have asked for a 1 month deferment, as my child is having an emergency, and I have to expend a large amount of money out of my home. When I initiated the call, I was asked by XXXX, the account manager, to verify full ssn, make and model, and my home address, which I confirmed all. She then started asking me if the vehicle was kept elsewhere, and was treating me like I was a REPO client, when I am not, nor ever been in jeopardy of such. She then asked me what my current phone number was, which I stated " The one you have on file. '' As it's not changed from when I opened my loan. She started to be demanding, demeaning and rude, and advised that I am required to provide her the number, I advised her no, and that I didn't feel we had a great rapport. I asked to be transferred to someone else. After several minutes of being placed on a muted call, ( I was not on hold I am certain the XXXX had me on a mute, and was listening on the back line ) The manager XXXX came to the line. She badgered me about why I needed the hardship, and was very rude in tone, and volume. I advised her my son is having a personal issue, which is causing me a financial hardship, that I wish not to give the details to the bank, however I am his mother, and legally responsible for him. XXXX got very short in tone w/me and stated that I would have to pay the interest which equated to approximately {$190.00} and then the payment itself would extend to the end of the loan duration. XXXX then advised me that she would generate the paperwork, and gave me options to get it back to Citizens One : fax, mail, email. She informed me it could take about 2 weeks for a decision. We were wrapping up the call, when she started asking questions, such as " are you employed? '' I replied to her that I am not currently employed. She immediately got snappy and condescending, asking me who was paying my bills, and how I am paying my bills. I explained to her that my partner is currently helping me, and it was at that moment that she stated " since you have no job we will not approve this deferral. '' She continued to be combative, and I asked her, what is the point of a financial hardship, if they don't include personal issues or job loss as part of a hardship? '' She continued to be snarky and rude, and accusatory of me being inappropriate, which I was not. This is how I know she was on silent mute.. because I was having a side conversation that she overheard, and I did call the account manager a few names. How would the manager have heard this if I was on hold waiting? XXXX continued to overtalk me, and badger me about income. At that point, I advised the supervisor XXXX, to note my account that I will be 29 days late, since she is refusing to offer any assistance. This behavior is uncalled for, unjust, and inappropriate. Why would the bank not work with me, when I am CURRENT on my loan, and looking only for 1 month deferment?
Company Response:
State: MI
Zip: 48021
Submitted Via: Web
Date Sent: 2019-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ok so I've been having lots of issues with citizens bank, I switched from one bank to them, since then I had to have new debit card after card issued because of fraud charges on my account, after a bunch of this happening I called them yet again 3 separate times on this one occasion in which I told them to block all purchases on my account and lock the account so nothing more could be done on my account, and was told they would investigate it all, in return no investigation was ever done by them, and they left the account actively going, they allowed charges after charges to try to be made on the account so they could rack up over draft fees and returned payment fees late fees and monthly service fees on my account, they kept sending me and still do send me threatening letters in the mail that I have to pay for it, I sent in a complaint to the credit bureau and it was investigated and the credit bureau agreed it was fraudulent charges on my account, they removed that account off of my credit report, yet citizens bank is still sending me threatening letters and have reported me to the XXXX and are now blocking me from opening an account with someone else, yet I tested to see if I could open a new account with citizens bank and yet I can, just they are blocking me from banking with someone else.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2019-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Good Morning, I have a complaint about my former second mortgage bank, Charter One, NA : Act. XXXX was discharged by Chapter XXXX bankruptcy proceedings in the XXXX district of Michigan Bankruptcy Court, Petition No. XXXX, listed in Schedule D for secured loans. The house was appraised and found to be under water at that time. Court Register of actions shows that no other order was entered that addressed charter One 's mortgage. The debt was discharged. Upon attempt in to refinance my home, per divorce order to remove my ex-husband 's name, Charter One, bankruptcy department refused to strip lien, subordinate loan, and asked for payments. Manager, 'XXXX , ' is now claiming XXXX is due the original amount was XXXX. She refused to put any request in writing. Myself, my mortgage broker from XXXX XXXX XXXX XXXX, and a lawyer who no longer represents me contacted her via phone, mail, and email during XX/XX/2018 to present. She confirmed the loan was charged off. I demand Charter One strip the lien from my title, with no money owed as it is a charge off, as soon as possible. I would like them to email or send me supporting documents that this was done. XXXX XXXX XXXX XXXX, XXXX XXXX, mi XXXX thank you, XXXX XXXX XXXX XXXX
Company Response:
State: MI
Zip: 48390
Submitted Via: Web
Date Sent: 2019-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX funds withdrawn from my checking account with confirmed receipt to Citizen 's One Lending on XX/XX/XXXX payment not posted until XX/XX/XXXX XX/XX/XXXX payment recieved by Citizen 's one XX/XX/XXXX not posted until XX/XX/XXXX XX/XX/XXXX payment received by Citizen 's one as of XX/XX/XXXX still not posted and have charged me a late fee
Company Response:
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2019-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-17
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On or about XX/XX/XXXX, I wrote a check # XXXX for {$3200.00} to Pa Dept of Revenue and it came back to the bank right away unendorsed and unsigned. I looked up my account with Pa Dept of Revenue and they never got the funds so I had to regenerate the forms and a replacement check which did come back properly endorsed. I called Citizens Bank and asked them to restore the money to my account for the unendorsed check. Instead they created a claim and asked for 6 to 8 weeks to process it. After 8 weeks the office of the chairman said they needed more time, Finally on XX/XX/XXXX they told me their claim was rejected by XXXX XXXX and therefore they were rejecting my claim. I then started a complaint procedure and they called me back and said I needed to contact XXXX XXXX as they were not going to restore my money. I am writing now because I feel I have been treated most unfairly.
Company Response:
State: PA
Zip: 19119
Submitted Via: Web
Date Sent: 2019-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A