Date Received: 2018-11-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I made several purchases at XXXX XXXX XXXX XXXX during the month of XX/XX/XXXX on XX/XX/XXXX I returned some items and XXXX XXXX XXXX XXXX refunded back to my card XXXX. I XXXX on XX/XX/XXXX to advise my credit has not appeared on my bank account I spoke to a manger XXXX who researched the transaction and confirmed everything posted successfully on their end I tried calling Citizens for 2 days each time got uneducated reps from across seas who gave me the run around. On XX/XX/XXXX I filed a XXXX XXXX XXXX complaint because I still have not received my credit and keep getting the run around from citizens, On XXXX a representative from the office of Chairman contacted me and said they were looking into my issue and would get back to me and have my account credited ASAP I was also asked to email a copy of my receipt confirming the transaction from XXXX XXXX XXXX XXXX I did this within minutes after hanging up with the rep from the office of the chairman. I called citizens on XXXX after being on hold 22 minutes from a rep from across seas was told my call could not be transferred to the office of the chairman someone would call me within 2 days UNACCEPTABLE SERVICE! I am beyond frustrated Citizens has not resolved this issue or contacted me for a resolution! The service at this bank is TERRIBLE I have been a customer for years and most recently with the service I have experienced will be looking to do my full banking with my current credit union! Citizens needs to post my refund IMMEDIATELY! Once again I am attaching my receipt from XXXX XXXX XXXX XXXX!
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I recently received a personal line of credit statement dated XX/XX/XXXX from Citizens Bank of XXXX, RI requesting a payment of {$100.00} on a past due amount of {$100.00}, which I believe are fees. This line of credit was opened in XX/XX/XXXX, which I barely used if at all, and I personally closed this line of credit in their XXXX XXXX, MA branch at least five years and closer to ten years ago. At the time of closing the account, I remember the employee instructing me that I was all set and that he had closed the account. I do not recall him having me sign anything, it appeared everything was handled on the computer by the employee. I have not received any fees or correspondence from Citizens Bank regarding this LOC in many years. On XX/XX/XXXX, I went to the XXXX XXXX, MA Citizens Bank branch to discuss these fees. They were of no assistance whatsoever and the issue did not result in any resolution. They informed me that the account was never closed and that I needed to write a letter to XXXX XXXX XXXX in XXXX, RI requesting to waive the fees and to formally close the account. They also set up a case issue number and spoke with someone over the phone about the account. Also, one of the employees stated that Citizens doesn't even offer these personal lines of credit anymore. Since there was no activity on the account for many years, I believe Citizens assessed these fees to get my attention so I would close the account. On XX/XX/XXXX, I wrote a letter as instructed requesting that Citizens waive all fees and to close the account. The consumer loan servicing center has not responded to my letter. I have received two phone calls from a man named XXXX, who claims to be from Citizens. I believe he is just responding the case number set up by the branch and knows nothing about the situation. The first time he called, I called him back and he would not speak with me unless I gave him my full Social Security number which was on a recorded line. In this era of rampant identity theft, I thought that was totally inappropriate and I refused to speak with him. As of this writing, I am waiting for someone in consumer loans to contact me and grant my request. This is all totally unnecessary, since I closed this LOC many years ago.
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XX/XX/2018 Essentially, I applied for a loan through XXXX XXXX at XXXX of XXXX XXXX and was declined. I acknowledge and fully understand I authorized this hard inquiry. What I did not authorize and what is not okay with me is that in order to try to get me approved my information was used to apply for a loan elsewhere without my authorization. These banks include : XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX ( XXXX XXXX texas XXXX ), and XXXX XXXX lndirect ( XXXX AL XXXX ). I have recently wrote to XXXX only, however, I have yet to even be acknowledged. I don't want these hard inquiries on my credit score, and be at risk or having anymore effect on my credit score. Thank you
Company Response:
State: CA
Zip: 94061
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Credit limit changed
Subissue:
Consumer Complaint: I was approved for a {$11000.00} personal loan with Citizens Bank. I signed all documents to receive the funds and when they did the final review, denied me and explained the reason is because they werent able to verify certain information, when I did verify all information. They're not giving me the exact reason why Im being denied and this is not fair after Ive done everything required to receive the funds.
Company Response:
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Problem when making payments
Subissue:
Consumer Complaint: I made a payment of {$73000.00} to Citizens to pay off my loan via electronic transfer from my bank. I also made a {$50000.00} payment on the same day. The {$50000.00} payment was immediately credited to my account. After 8 days, they have still not credited the {$73000.00} payment to my loan. I have called multiple times over the past week and after hours on hold I've been hung up on multiple times. A customer service representative told me there is no department to handle these issues. Another told me that there is a department, but they don't have a phone number or email. One told me to call back in a few days, another told me that I should contact the institution where the money was sent from which I did. The sending bank confirmed that the electronic payment was sent. Citizensbank is understaffed to the point where they can not serve their customers or research issues.
Company Response:
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-26
Issue: Problem when making payments
Subissue:
Consumer Complaint: My line of credit ( LOC ) payment with Citizens is due by the XXXX of the month. It is set-up with a pre-authorized debit payment to come out of my checking account. ( same bank ) The amount due is approximately {$96.00}. Since I began making {$300.00} payments on the XXXX of each month, my pre-authorized payment due on the XXXX has not been debited from my checking account. On XXXX XXXX, my {$300.00} payment was made, however, on XX/XX/XXXX, the bank debited my checking account for the XXXX statement balance of {$96.00}. This is the first time this has happened. I called the bank and they informed me that their institution had recently made a change in their loan payment processing systems, It was explained to me that with the changes, anyone making a payment, prior to the due date, that is equal to or greater than the statement balance due, will not prevent the pre-authorized debit payment from being made by their system. The rep I spoke with issued a " ticket request '' to the clerical dept for the purpose of over-riding this new process. He said that my {$300.00} payment on the XXXX will be recognized and my pre-authorized debit payment will no longer happen as long as my payments on the XXXX of each month continue. While I am satisfied that Citizens will alter this new system process for me, my concern is one of a larger scale for other loan customers of this institution. How can a financial institution require customers to pay more each month than they are required to. If someone pays a debt/loan payment earlier than the due date, haven't they met their obligation for that required payment? I pay many of my other monthly bills before the due date without any issues or additional monies requested or expected. Many customers probably live very tightly, paycheck to paycheck. Had this issue happened to one of those customers, there could have been additional financial repercussions for them : i.e. late payment fee and if there wasn't enough money in their checking account, possibly an insufficient funds fee and perhaps other fees.
Company Response:
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2018-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had a safe deposit box # XXXX located at the XXXX XXXX MA branch of XXXX XXXX. I mailed the payment on XX/XX/XXXX for the renewal of the box in the amount of {$210.00}. The renewal period was for XX/XX/XXXX-XX/XX/XXXX. On XX/XX/XXXX I decided to close out the box I went into the branch emptied the box and returned both keys. The representative that helped me told me that I may be able to get a refund on the fee since the box was closed before the new rental period begins. I could not place a stop payment on the check since it cleared on XX/XX/XXXX. On XX/XX/XXXX I called the XXXX branch and spoke to the manager XXXX XXXX. I explained to him my issue he took my information and said he would get back to me but that " Citizen 's does not like to issue refunds '' but he would see if there was anything he could do and get back to me. Did not ask for my account number or phone number and I haven't heard back from him. I am attaching the Safe Deposit Box Invoice along with the back and front of the check that cleared for this payment.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2018-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened my citizens bank account in XX/XX/2018. As a new account holder, several times the bank placed 10+ day holds onto my deposits ( checks ). Okay fine, I am a new account and this is normal protocol. However as the months went on, I would randomly receive 7+ day holds onto my large deposits ( checks ) Never once has a check bounced from a bad check deposit, they provide no information as to why and no documents with dates for me to review. There is no reason for these holds, it is completely irrational. Now on XX/XX/XXXX I deposited a check for XXXX $ and they have yet again placed a hold until XX/XX/XXXX. That is a lot of money that they have, yet again, essentially stolen from me for over a week. I am completely stuck with them and have gotten nowhere speaking to their representatives over the course of the past 6 months. My account has never been in poor standing, I am a responsible customer, the only time I have struggled with finances is when they hold my money.
Company Response:
State: MA
Zip: 01701
Submitted Via: Web
Date Sent: 2018-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: How is it legal for Citizens bank to process transactions after business hours but post them as if they were processed before the end of the day. I check my balance before XXXX and I'm fine but when I wake up it's negative. I don't see how it should be legal for them to keep doing this if they process things after business hours it should go on the next day so if there's an issue you have a chance to correct it. It feels like theft the way they do it now. They don't recognize the dates on checks anymore which is a whole nother issue.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Screen capture on XX/XX/2018, account statement on my loan reads Past Due : {$0.00}. Regardless, Citizens Bank claims I didnt make a XX/XX/XXXX payment. This is intentionally deceptive or otherwise misleading. After being notified in early XXXX that I had two additional missed monthly payments, a representative and I made arrangements for a {$370.00} payment to avoid repossession on XX/XX/2018. Citizens Bank repossession department maintains different business hours from the bank itself, and online payments were blocked for my account, so repayment was made unreasonably difficult. A repossession order was issued, the car was repossessed at around XXXX on Sunday, XX/XX/XXXX, and now the bank has changed the amount required to release the vehicle to {$1100.00}.
Company Response:
State: KY
Zip: 403XX
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A