Date Received: 2018-12-13
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Over the past year Citizens Bank has charged me more than {$20000.00} in fees. They have repeatedly let charges go through and post to my account that shouldn't have been allowed to post to my account. I have an overdraft plan tied to the money I have in my savings account. Anytime my account gets overdrafted beyond what I have in my savings account it is supposed to be rejected at the point of sale or when it's a recurring payment. It's flat-out supposed to be rejected according to the literature that they provided me with. They have repeatedly that charges go through that shouldn't have gone through past what I have in my savings account and they have repeatedly charged me four or five fees for the same item. They have repeated you that other companies try to charged me again for a returned item and then charge me fees on top of that when they've already charged me an overdraft fee and then a return item fee for the same item. They have charged me more than I've ever had in my account. they have charged me more money than I've spent on myself because they have taken all my money. I have repeatedly complained about this issue to Citizens Bank and have been denied any redress repeatedly with them and I've had it. This past month they have let my account go to negative {$1000.00} once and now I'm at negative {$820.00} when they've let the same item try to be reposted over and over and over again after charging me a returned item fee and an overdraft fee on said item. They are basically letting me borrow money at the rate of 2000 % interest. This is not the first problem of this nature that I've had with them. They also repeatedly let larger items post first and then smaller items follow in order to maximize their fees when they know an account is going to overdraft. The same thing they got in trouble for before is going on now. I can make free {$5.00} purchases today and then tomorrow make a {$30.00} purchase with {$40.00} in my account and the {$30.00} purchase would post and clear first. Again and again this has happened and again and again I've been charged fees three or four times for said item when I should have never been charged for that item because it should have been denied.
Company Response:
State: RI
Zip: 02909
Submitted Via: Web
Date Sent: 2018-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In XX/XX/2014 I opened a checking account with Citizens Bank. I had several months of activity and then unfortunately, had some significant family issues and forgot about the account. The last transaction I initiated with this account was on XX/XX/2014. At this time, my balance was {$510.00}. Because there were no deposits made into the account, Citizens charged my account a " Monthly Maintenance Fee '' of $ XXXX/ each month. Since XX/XX/2014, my once robust account balance has been totally depleted and I am now in a negative balance. I have not received any paper or electronic statements about this account in the last 4 years. In fact, I totally forgot about the account until I received an overdraft notice in early XXXX. When I received it, I called the Customer Service number and explained the situation. The woman I spoke with was extremely helpful and reversed several of the fees to bring my account out of a negative balance. She then said that she wished that she could reverse them all, but she was not able to from the call center. She then encouraged me to go into a branch where they could do this for me, and fully resolve the issue. Since I work full-time out of the area, I am not able to easily get to a full service branch ( where I needed to go ). I was finally able to get to the XXXX branch on XXXX XXXX. I spoke with XXXX XXXX who also consulted with XXXX, the Asst Mgr/Head Teller. They were able to reverse several fees but needed the approval of the Branch manager XXXX XXXX to do more. Ms XXXX was on vacation, but XXXX emailed her as I was sitting there and assured me that she would be in touch the following Monday when she returned from vacation and would resolve the issue for me. I spent a significant amount of time in the branch as XXXX researched and then documented our conversation. In all, I spent well over an hour in the branch as this was being " resolved ''. The following week, I did not hear from Ms XXXX or anyone from the branch. I called several times to try to reach her, but she was never available to speak. I also emailed her several times. I then called again later in the week and spoke with XXXX. He said that he would email XXXX again and she would call me Monday. On Monday, I emailed the branch manager again and also called her with no response. I then emailed and called her again today ( Wednesday ) looking for a resolution. I have now spent HOURS on something that I was told should be an easy remedy. Since there was no account owner activity in the account, it should have been made dormant. At the very least, someone should have notified me of what was happening. The fact that I did not receive any communications from the bank about my account is unacceptable. Not only am I upset that my account was not made dormant when there were no account owner activity, but it has been amplified by the lack of respect and response that I have received from the branch. Plus, the last notification that I just received said that my information was being turned over to a collections company due to the overdraft fees not being paid. This was supposedly done, several times. I am really hoping that someone can help me resolve this issue, and prevent this from happening to someone else. The fact that my calls and emails have been ignored for over 3 weeks is extremely upsetting. Thank you!
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Today I am writing to see if you can help me with a bank that is completely ruining my finances and lieing and stealing money from me! On XX/XX/XXXX I ordered from XXXX the a total of XXXX, there was an issue with other I was refunded XXXX on XX/XX/XXXX and never appeared back to my account. I called XXXX thinking maybe an issue on there end and nope it was citizens bank, they gave me all the information I needed to verify with the bank. But instead of citizens helping me they kept taken XXXX out of my account everyday for overdraft, finally I filed a complaint, and the manager said I am so sorry we where having issues that week with refunds going into accounts, he told me my refund would be back in my account in a couple days along with overdraft fees totaling up to XXXX! A few days later I recieved a email from XXXX stating they have to charge me back because citizens demanded there money back and it was fraud!!!!!!!!!!!! It was not fraud it was my refund I then explained to XXXX and told me I had to contact bank where I have gotton now where but lies! My auto insureance was canceled due to them taken out overdrafts frees and not returning my refund! This is fraud on there part!
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2018, I discovered my once trusted house cleaner wrote $ XXXX worth of fraudulent checks to herself over the course of 16 months. These checks were significantly large amounts and uncharacteristic to my bank account, $ XXXX, $ XXXX & $ XXXX, not once was I alerted by Citizens Bank of possible fraud. This women even set up auto pay on my checking account to pay her utilities and again, I was not notified. Citizens Bank says I had 30 days from the time of my bank statement to report the fraud, and they are not responsible. Even the check that was caught within the 30 day window, was not covered because they said if I caught the first check, the other checks would not have been cashed. This is outrageous and blatant abuse of power. My money should have been safe in the bank, and I believe that Citizens Bank was negligent in their fraud protection. I have made several requests to be reimbursed, but I am being ignored. I think the banks should have far more responsibility than sending out a statement. BTW, my statements were taken by this thieving cleaner.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: In reference to account # XXXX, Citizens One Auto Finance is utilizing illegal late fee policies. My payment is due on the 3rd of the month with a 10 day grace period. I have always paid my car note before the XX/XX/XXXX of every month. The first time they accessed the late fee, I asked them to remove it because I paid on the XX/XX/XXXX. The rep stated that I paid on a Saturday, and they don't count the weekend as a payment date. I asked the rep, where does it state that on their website. She couldn't advise me because it's not stated on their website. If their policy states that weekend payments only count for the next business day, PLEASE PUT THAT ON YOUR WEBSITE. After I complained, they removed the late fee. This second late fee that they won't remove occurred after I paid my bill on the XX/XX/XXXX of the month in XX/XX/2018. They did not debit the money out of my account until 5 days later. I don't care when they took the money out of my account, I paid the bill on the XX/XX/XXXX. Instead of them reviewing my account to see if a payment is pending, they immediately access a late fee. These are unethical practices that they're using to access late fees on their customers ' account. If my account is reviewed, there will be NO payments made after the XX/XX/XXXX, so I've never been late. I mailed them a letter two weeks ago asking for them to remove the late fee. They refuse to remove it despite me paying my bill on the XX/XX/XXXX.
Company Response:
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I inherited XXXX pounds sterling from my brother in XXXX. My XXXX attorney sent it to my US account with Citizens Bank. I received {$77000.00} on XX/XX/XXXX of this year. The effective exchange rate applied was 1.245. At that time the spot or inter-bank exchange rate was 1.3, at that rate I should have received {$81000.00}, a difference of {$3400.00}. I was charged an overt {$10.00} transfer fee but the additional {$3400.00} constitutes a hidden fee that bears absolutely no relation to the wire transfer service performed. When I complained, the bank told me that the 1.245 rate was their " client rate '' and that it was applied whether the amount transferred was {$1000.00} or {$200000.00}! For {$1000.00} I would call that fair but for {$80000.00} it is exorbitant.
Company Response:
State: MI
Zip: 48430
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have been trying to delete this 2 past due payment, i started the automatic payment and they did not withdraw the money from my account on time then when they contacted me i pay the 2 month a delete the automatic payment to avoid mistakes like this one.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2018-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The forced re-fi MORTGAGE initiated as XXXX, NOT XXXX as the investor. We are dealing with from the beginning CRIMES set forth by loan officer " XXXX XXXX '', who was let go from Citizens Bank and now is with XXXX XXXX XXXX. It's is at a criminal level which a Judge has no choice but to expunge on all authorities to control in devious fraudulent pool who has its own they sell of the MORTGAGE to knowing they will maintain as a different entity to maintain, closely monitor, and perform mastered coding all in their criminal educated bank fraud certificates in which will call themselves excused since they were a part of the re-development of the stock market crash, of the loan scam and therefore as stated mortgage was placed in a special pool with other illegal loans? Prior to foreclosure sale of said property The bank " who claims not to have been lien holder did in fact deny my buy out of debt owed. They didn't own it and they did not owe anything on it. The money was re-paid years prior with the illegal investment made on XXXX XXXX they have co-mingled in with other loans.
Company Response:
State: NH
Zip: 03801
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shortly after receiving a " new loan servicer '' letter indicating that XXXX XXXX XXXX XXXX had purchased the paper on my loan, I received the first statement indicating the first payment for loan number XXXX was due on XX/XX/18 in the amount of {$1500.00} ( see attachment " 1st Stmnt '' ). In an effort to make the aforementioned payment, and all subsequent payments, online via ACH, I attempted to create an online account with XXXX. However, I was unable to create an online account as the website prompted an error message stating that the account number provided was not valid. I called XXXX XXXX customer service at XXXX to help with account creation problem. The customer service agent told me that a paper check was required on the initial payment and a new account number would be assigned to me granting online access after the paper check submission. I mailed a paper check on XX/XX/18 that cleared my bank on XX/XX/18 ( see attached " cleared check ''. On XX/XX/18, I received a statement for XX/XX/18 with a different account number. The statement did not reflect my previous payment 's application towards the principal balance ( see attachment " XXXX Stmnt '' ). I have made seven ( 7 ) phone calls to XXXX 's customer service department since XXXX ( 42 days ) and emailed all the information XXXX requested ( copies of statements, cleared checks, etc. ) in an effort to have my payment applied to my loan balances. Every phone conversation ends with the agent stating someone will contact me back by days end and they will have a resolution with-in two weeks. Neither of the two have happened. Out of fear that I am being scammed out of payments, I want to pay the loan off in completion cutting ties with XXXX XXXX XXXX ; but I can not pay the loan off as I can not get an accurate final balance figure from XXXX that reflects all my payments. I hope this is not common practice for XXXX and happening to others on a larger scale as this should be a simple accounting journal entry fix but XXXX continually leaves me in the dark with no resolution.
Company Response:
State: LA
Zip: 71106
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Charged a Over draft fee when the account never went negative. transactions on XX/XX/18 supposedly caused an over draft fee. but ending balance for that day was XXXX with the opening balance on XX/XX/18 was XXXX no where in my statements or ledger does it show her account going negative i have screen shots of this to provide if needed
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2018-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A