Date Received: 2023-10-03
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: In early XXXX, their representative indicated that they would issue a refund check in about six weeks. In early XXXX, I received a billing statement indicating that the available credit was {$620.00} above the credit limit ( the amount of the original loan ). I have not received a reimbursement check as of today. Then today I received another statement, indicating that they had applied a {$50.00} fee, and that I owed them {$20.00} due on XX/XX/XXXX, XXXX XXXX When I spoke to Customer Service today, the representative STARTED a refund request. She gave me the case number for follow up.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I came to the citizen bank located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I tried to close my account. I had over XXXX in the account. They told me. They cant not give me the total amount in case. I have to take XXXX cash and a bank check and if I want cash I had to call a week before. In the back its non information online or at the back this this information. The reason I cancel the account is because I had an emergency. As bank I should be able to get access to full amound.
Company Response:
State: NY
Zip: 10458
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Activated credit card XX/XX/XXXX. First purchase of {$23.00} was on XX/XX/XXXX and posted XX/XX/XXXX. XXXX XXXX call from Citizens Bank that I was past due and owed {$53.00}. I never received the statement and was told by XXXX XXXX that I owed {$53.00}. I went to make a check by phone and asked her what the XXXX was for and she told me she wasn't sure other than that's what the screen told her. I said I never got a statement and she would request a new one. On XX/XX/XXXX my card was declined because Citizens lowered credit line to {$400.00} from XXXX because I never made payment. So Citizens purposely put in a billing cycle on the XXXX and never mailed the statement. I spoke with a supervisor today and wanted her to listen to the call. She advised that it is internal property and she has no idea why they were requesting the {$53.00} and I don't owe anything for {$30.00}. I call the automated system and it states I owe XXXX. I haven't received now XXXX pieces of mail. First one advising the statement, second requested statement, credit line decrease, and next statement. I asked to get my credit line reinstated because of the error or lost mail and now I need a hard pull on credit and it can take 7 days. I asked for XXXX resolution and I have to write a letter to the XXXX of the board. I am upset because they can't tell me the XXXX is generating. I also lost my credit line which means another hard pull and still no mail.
Company Response:
State: MI
Zip: 48124
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: HI CITIZENS BANK : I was shocked when I reviewed my credit report and found late payments on the dates below : ON XXXX AND XX/XX/2023. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. Also, with everything going on, particularly XXXX, and being XXXX XXXX XXXX, loss of a family member lately, and loss of job, etc. My only thought is that my monthly statement did not get to me.
Company Response:
State: MA
Zip: 02121
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023, in XXXX XXXX, LA, my phone was stolen by force and accessed without my permission and used to conduct a number of unauthorized transactions using my bank account, mobile payment apps, credit cards, and via wire. I filed a police report as well as fraud reports with all relevant companies, including Citizens Bank for the bank/mobile payment and wire-related transactions. Citizens issued a provisional credit for the bank/mobile payment transactions but refused to credit my account for the 2 unauthorized wire transactions ( totaling {$6000.00} ) which happened at the same time, and were sent to a person who I do not know and whose name is also associated with the other fraudulent transactions. Citizens sent a letter stating that their investigation concludes that this transaction was authorized by me and no credit would be issued- simply because my phone was used- the same phone that was stolen. I have called Citizens multiple times to request a 2nd review, a phone call, and copies of supporting documents, none of which have been provided to me. I have been told twice that I would receive a phone call within 3-5 business days, and that has happened neither time. I can not understand how these could possibly be viewed as authorized transactions when they took place on a stolen device ( reported to the police ), at the same time as other fraudulent transactions ( which Citizens has issued a provisional credit for ). This has caused me a tremendous amount of stress and financial hardship, and I'd like this to be published so that others know about these shameful business practices. Furthermore, this person was able to conduct this wire transfer via the mobile banking app for a very large amount of money ( {$2000.00} and then {$4000.00} ), and NO additional verification was requested from me. This also seems like a significant security flaw. Finally, please note that my XXXX XXXX Police Report XXXX is XXXX.
Company Response:
State: RI
Zip: 02905
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: These inquires have been added to my credit report without my authorization Citizens one auto Fi- XX/XX/XXXX I disputed them and they remained on my credit card
Company Response:
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Electronic communications
Subissue: Contacted before 8am or after 9pm
Consumer Complaint: I have just gone through a XXXX XXXX and have been recovering for the last couple months and have not been able to work. My truck payment is only a week late. Last night XXXXXXXX Citizens texted me at XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: The bank closed my account XX/XX/23 I went to a local branch in XXXX PA and pulled out XXXX and was told I could pull the rest out at a later date. I went for 6 days in a row to different branches and was unable to withdraw my funds only to be told they are mailing a check out. No one knows where the check is going or when it will be delivered.
Company Response:
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had an citizens bank, I had no issues until I put my {$10000.00} check in it that I had received from my tax professional. I went in the bank and deposited monies at the counter, was told my money would be available wednesday. It was not, They held money for an additional 7 days, told me it was banks discretion. I then waited those additional days. The day came for me to access the funds and I paid a few bills that in total was about {$1700.00} or a little less, I went to used the card the following day.I tried access my account online and was locked out and account was frozen. I contacted the bank, they told me that I would get a letter explaining what was happening, They would not talk to me only said wait for letter. I got a letter stating bank relationship was dissolved. I called citizen they said at discretion of bank never mention fraud until i asked, I told them the check was good and i can prove it tax professional had documents of the getting funds day after I deposited. bank said I'd get a check of the remainder of the monies within 10 days that was over 6 weeks ago I haven't gotten any monies back, citizen has now stated I owe them, impossible the account was frozen. I couldn't get in the account, nothing can come out. I feel discriminated against, and taken for a ride.
Company Response:
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizens bank offers a {$400.00} total promotion- {$300.00} for a deposit of $ XXXX and {$100.00} for XXXX debit card transactions within the first XXXX months. I made XXXX XXXX deposits in that time and called Citizens bank to ask if either deposit qualifies. Both reps confirmed and assured me the promotion requirements were met. Following up with Citizens today, a rep stated neither deposit qualified. Additionally, reviewing the terms and conditions, I realize theres no language to distinguish what types of deposits are disqualified, e.g. Direct Deposit from another bank or Real Time Credit. The rep did confirm I qualified for the {$100.00} credit for debit card transactions but did not provide a reason on why the credit was not applied or follow up on how to get the credit applied.
Company Response:
State: NY
Zip: 11231
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A