Date Received: 2019-01-17
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I transferred my money to an external bank ( bringing my balance to {$0.00} ) and then used the online message center to request that my checking account be closed on XX/XX/XXXX. I received a pop-up after submitting stating : " Thank you for your message. We will make every effort to respond within 2 days ''. A week later on XX/XX/XXXX, I received a message stating : " Thank you for contacting Citizens Bank via email. We apologize for the delay in responding. If you have not completed your request using another method please respond to us and we will work to assist your needs ''. On XX/XX/XXXX, I responded to the message once again asking for my checking account to be closed. As expected, I received the same pop-up about a response within 2 days. Three weeks have now gone by since my most recent message on XX/XX/XXXX without a single response from the bank. Then on XX/XX/XXXX, I received a $ XXXX monthly charge for the account, bringing the balance below {$0.00} to - {$24.00}. Had the bank simply responded within the two days either time and closed the account then I would not have been charged this {$25.00} fee ( and still be waiting for a response and the closure of a bank account over a month after my initial request on XX/XX/XXXX ).
Company Response:
State: MA
Zip: 01880
Submitted Via: Web
Date Sent: 2019-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My variable rate loan increased witched I expected it to do. However, I tried to contact XXXX XXXX to see if it could be adjusted since I have my home on the market for sale. I've called several times including (XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX) and have not been able to speak with the correct department yet. During this time, I went to the NC Banking Commission website and found they are not licensed in NC. Also, I did some research and found the web site below. I will probably not have to deal with them too much longer, but the other consumers should know about this horrible company. XXXX
Company Response:
State: NC
Zip: 27312
Submitted Via: Web
Date Sent: 2019-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: When my daughter moved to XXXX in XX/XX/XXXX, she closed her joint Citizens Bank XXXX checking account with me and opened a checking account with another bank. Citizens Bank XXXX erroneously kept her account open and over the next several months there were charges under {$10.00} to the account to which Citizens added an overdraft fee of {$20.00} each time. Only one of these were charges that I recognized or from a merchant that my daugher or I regularly patronize. I paid that charge and several others even though each time this happened resulted in a $ XXXX- {$30.00} transfer from her overdraft account to her checking account ( returning the checking balance to {$0.00} ) but then I would have to pay the $ XXXX-XXXX overdraft bill. Each time there was a charge we didn't recognize, Citizens 800 number agents would apologize and most promised to close her checking account for real so it would stop happening. This went on for months with me paying about {$110.00} for these charges until Citizens finally agreed to close the account and waive the last charge which was not one we recognized, but then Citizens sent me a collection letter to which I replied in detail and never heard more from Citizens. As evidence that this matter was resolved and no money is due, I have a screenshot of my daughter 's Citizens Bank Massachusetts account ( on which I am a joint owner ) shows no overdraft balance and a checking balance of {$0.00}. Unfortunately, in the meantime Citizens Bank without my knowledge placed an eroneouos overdue account notice on my credit report which has never been removed. This is on my credit report so that ( as I found out this morning ) I am being rejected as a guarantor on my daughter 's pending apartment applications in NYC. I have tried calling Citizens Bank MA ( XXXX ) to fix this problem but gave up after 20 minutes on the phone, mostly on hold, without any progress. If Citizens doesn't fix its mistake in the next 72 hours, my daughter may not have a place to live on XX/XX/XXXX. Help!
Company Response:
State: MA
Zip: 01760
Submitted Via: Web
Date Sent: 2019-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-15
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, {$2100.00} was withdrawn from my Citizen 's Bank account by someone else. I am a former refugee from that does not speak fluent English, so I got help from a service coordinator at a refugee services organization to deal with this issue. My service coordinator helped me call my bank, the FBI, and the Federal Trade Commission on XX/XX/XXXX. We filed an official FTC report on XX/XX/XXXX. We also contacted one of the credit bureaus, at the advice of the FBI and FTC, and set up a fraud alert through XXXX on XX/XX/XXXX. On XX/XX/XXXX, we went to the local police station to file a report, but they would not take my statement, saying they didn't have enough people that day to do it. On XX/XX/XXXX, I opened a new bank account with Citizen 's so that I could have my direct deposit transferred and access my money ; all of my direct deposit money in my old account had been withdrawn. As of XX/XX/XXXX, Citizen 's had refunded several purchases and overdraft fees that were caused by the other person accessing my bank account, but they still had not refunded the {$2100.00} that had been withdrawn. I received my new debit card on XX/XX/XXXX, but I never received a new PIN. By XX/XX/XXXX, I still had not received a new PIN, so my service coordinator helped me call Citizen 's to ask about the claim for the {$2100.00} and the PIN number. Over the phone, they told us there was no claim for my account and that we needed to go to a branch office to sort out this issue. I did receive my new PIN and was able to set up my direct deposit in my new account. On XX/XX/XXXX, my service coordinator and I went to the local Citizen 's bank branch to find out about the claim issue. We discovered that someone else with my same name and almost same birthdate ( common in my community ) had requested an address change for his account, but they linked it to mine. That is why I had not received the PIN number. He is also the one that accessed my account. When I insisted to the bank staff that I had not changed my address and have lived in the same apartment since I came to the country, they at first denied that that was true. My service coordinator, who had picked me up at the airport upon my arrival to the US, confirmed that it was true. He also explained that several people in my community have the same name and similar birthdates, estimating at least 4 or 5. She found 16 other accounts with my same name. Finally one of the staff helped to sign an affidavit stating that I did not change my address and that this withdrawal was the bank 's fault for not checking the identity properly, and she reopened the claim. When she printed the form out, it still had the other person 's address on it, so we corrected that as well. I received a form to sign on XX/XX/XXXX to say that my statement about what happened is true. I signed it, copied it, and gave it back to the bank. On XX/XX/XXXX, I received my refund for the {$2100.00}, but then two days later, they took the money back out of my account and claimed that they used video footage to determine it was me that withdrew the money. On XX/XX/XXXX, I requested to see this video footage. They said it would take a few weeks to obtain and they would get back to me when they had it. I never heard from them, and in XX/XX/XXXX, I went back to a refugee services organization to get help again. I brought all my letters and bank statements, showing that I had not received anything notifying me of the video footage. On XX/XX/XXXX, we went to Citizen 's Bank, where one of the bankers helped me file a dispute for the decision they made. He talked with the fraud department and pointed out evidence from my account that two different people with two different SSNs and Tax IDs had accessed my account. He also sent the fraud department proof that the other person had deposited two large sums of money the day after the money was withdrawn from my own account. I signed the paper, and he submitted it to the claims department. On XX/XX/XXXX, they sent me a letter denying my second request, stating that they had evidence that I was the one who accessed the account to withdraw the money. On XX/XX/XXXX, my service coordinator went back with me to Citizen 's Bank so we could request the video footage again. The woman we spoke to, who had worked with me on this issue before, said she was aware of the case and that because it had been so long, I would have to bring the police report I filed ( which I was not able to file, see above ) and a subpoena in order to see the evidence they used. She claimed they had tried to contact me about the video footage several times this summer but I never responded ; however, I had no letters from them, and without fluent English, I would not have been able to understand a voicemail to call back. Now I am looking at getting a lawyer to help because I don't want this problem to continue to happen in my community. This bank needs to take responsibility for not properly checking the ID of the person who accessed my account, and I want them to return the money that was taken.
Company Response:
State: PA
Zip: 15227
Submitted Via: Web
Date Sent: 2019-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I am XXXX XXXX, not that this makes a difference. I have made many attempts to get this problem fixed. Let meexplain ... back in XXXX my bank account at citizens was hacked. Thats where my problem started. At the bank recommendation i closed the hacked account had a my money transferred to a new account canceled all my debit and credit cards. At that time citizens was suppose to setup a predetermined automatic monthly Payment to this credit card. They did not do so.. after I was notified that my credit score was affected by my credit card minoring company I called the bank, this was in XXXX.. The bank apologized canceled the late charge fee, and assured me the problem was resolved. Well it wasnt. I made phone calls every month to citizens regarding this problem. They in fact acknowledge that they are aware of the problem. Now it is 6 months later, I have notified the bank in person numerous times, have also made at least 50 phone call with regard to this problem. They always acknowledge that the bank is aware of the problem but they cant remove the late fees which now amount to over {$300.00} because it now exceeds the limit that can adjust. So basically they say nothing can be done. This is both XXXX and unacceptable why should my credit score along with additional late fee charges be my fault because of the banks incompetence. Please help ... Please
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have had many issues with Overdraft fees that I have to pay at my bank, although many neighbors don't get charged fees at the same bank. I was therefore thrilled to find the XXXX XXXX. It advances me up to {$75.00} per pay period, which I've utilized to avoid magic math at citizens bank. This morning at XXXX XXXX, all weekend transactions had gone through, according to the Citizens app. But I was at a negative {$3.00}. Fortunately, I have the XXXX XXXX. I asked and XXXX sent me {$75.00}. But my account stayed in the red at - {$3.00}. I telephoned Citizens Customer Service at once. The agent nicely looked over my account and says, " you had over {$500.00} when that {$75.00} hit this morning. '' I explained that I have screen shots to the contrary. I explained that I would have no reason to ask for the {$75.00} from an app if I still had {$500.00} in my account. I explained that items paid on XX/XX/19 are now showing as being paid on XX/XX/19. I explained that I have the date, time and confirmation numbers of said transactions. I really felt like he finally understood. And then he hung up on me. I would like to assume we were disconnected, but no one returned my call. Citizens owes me {$71.00} Also, while searching my account, I see I was charged over {$1000.00} in overdraft fees last year. Since I know people who have overdraft more than I but weren't penalized by Citizens Bank, I'd like to start a clean slate with my bank in XX/XX/2019 and accept the balance of what they owe me as well.
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account with Citizens bank with a promotion to receive {$400.00} after having a direct deposit of {$1000.00} or more. I made this direct deposit on XX/XX/XXXX and its been over a month with no bonus yet.
Company Response:
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Rented a car from XXXX XXXX XXXX in Colorado. I was parked and hit. I gave the license and insurance of the individual who caused the accident. Months later, i was charged for the repair. I thought it was handled. The rental car agency sent the item to collections. This should not be on my report. I was the victim of a crime. I have been under duress, making payments.
Company Response:
State: TX
Zip: 75229
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens Bank offered a promotion to open a checking account. I received this promotion via e-mail, clicked on the link and opened the account. I met the requirements from a timing standpoint and started direct deposit. The {$400.00} bonus was to be paid within 90 days. I opened my account on XX/XX/2018 and my first direct deposit for {$1000.00} was made on XX/XX/2018. The program requirements were to open the account between XX/XX/2018 and XX/XX/2018. There were no requirements as to the timing of the first direct deposit, only that it be at least {$1000.00} ( which it was ) and that the bonus would be paid within 90 days of the direct deposit. At 90 days I called to check on the status of the deposit. After numerous attempts and a lot of time on hold and being misdirected by ineffective service representatives, they eventually told me that I was not going to receive the bonus as I must have clicked on the wrong link when opening the account and some identifier number did not get logged with my account. This was after I spoke to a number of service representative who told me I had met all the qualifications and payment must have been overlooked by the sales department and it would be corrected. I called Citizens Bank on XX/XX/XXXX, XXXX, XXXX XXXX, XXXX and XXXX, before someone actually told me that they were not going to pay the bonus on XX/XX/XXXX. I had called a few times before then, just to verify that I did not need to do anything further. Banks should not be allowed to offer promotions and then ignore their promise. The promotion encouraged me to print a copy for my records which I did, but that did not matter to Citizens. I've attached a copy of the offer from Citizens Bank which I received via e-mail. There is only one obvious link - " open account ''. They claimed I must have clicked the wrong link and therefore, the way I opened the account did not qualify me for the offer.
Company Response:
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2019-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: on XX/XX/XXXX citizens bank made a payment from my checking account for {$100.00} when my account had {$1.00} in it and then added overdraft charges so that now they say I owe {$230.00}. I went into my local branch on or about XX/XX/XXXX to resolve the issue but they refused to reverse any of the overdraft charges. the problem is that they are making at least 3 automated calls per day to my house.
Company Response:
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A