Date Received: 2018-11-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018, I noticed an unauthorized check had been paid from my Citizens Bank checking account. The check in the amount of {$390.00} was paid to " XXXX XXXX XXXX XXXX '', and was cashed or deposited at XXXX XXXX XXXX XXXX. I have never heard of or done any business with " XXXX XXXX XXXX XXXX '' I called Citizens bank 's fraud department to report. The fraud department told me they would investigate, I would receive something in the mail to sign and return, and that I should close the account so no further charges could be made on it. I went to the bank to close the account immediately. Since the account was overdrawn due to the fraudulent check, I was not able to close the account, but asked the bank to make it a deposit only account. On XX/XX/XXXX, additional overdraft charges appeared on the account. I called the bank and they said that no hold, or change to the account had been made. This despite my going to a branch office in person to get that done. One week after that, I called to ask again about the status of the fraud investigation and the papers I was told I would receive ( but did not ). After being on hold for a while, I was told it was still being investigated and they had no new information. On XX/XX/XXXX, I called again, and was told it was still being investigated. The representative said the bank where the check was deposited had not responded to the inquiry from Citizens. Two days after that, I received a debt collection letter from Citizens bank regarding the overdrawn account. Receiving a debt collection letter make me believe that Citizens is not investigating the fraudulent check, and the bank may not even be aware of the issue.
Company Response:
State: PA
Zip: 15236
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I received a notice that my bank account ( held jointly with my husband ) at Citizens Bank was overdrafted. I immediately reviewed my account and found two fraudulent checks cashed on the account. The first was for {$4200.00} ( cashed XX/XX/XXXX ) and the second was for {$1800.00} ( cashed XX/XX/XXXX ). In total our bank account was debited for {$6000.00} in fraudulent transactions. I verified that I still had in my possession the legitimate checks and went immediately to the bank where they filed an investigation and had me sign an affidavit, opened a new account and put a fraud warning on the original account. We have tried to follow up several times with Citizens Bank to determine when our account would be made whole and we have had little to no help. My husband attempted to reach out to the Loss Prevention group and no one would speak to him. We jointly spoke with a woman in the customer service department on Saturday XX/XX/XXXX that told us that our investigation would be closed on Friday, XX/XX/XXXX and the funds would be returned to our account. That woman was supposed to follow up with us to answer some additional questions regarding Citizens repeated attempts to pay a bill from our account and she never returned our calls so I then went into the branch on Thursday, XX/XX/XXXX and spoke to a local representative. He called the fraud department directly on my behalf and was also told that the investigation would be closed on Friday XX/XX/XXXX and the funds would appear in our account by Saturday XX/XX/XXXX. He even confirmed that he was allowed to relay that information to me. Those funds have still not been returned to us. I followed up this morning with the same local representative who again reached out to the fraud department for us and we are now being told that they won't return our funds to us until they recover them from the banks that cashed the fraudulent checks. My husband called again to customer service this evening and was given the same answer and told that they were allowed to keep our money from us for 8 weeks. We live paycheck to paycheck and can not pay our bills without this money. Citizens Bank does not deny this was a fraudulent transaction. We have showed them the physical checks which are still in our possession. One of the fraudulent checks does not even have the correct bank account information on it, however they were still cashed. Citizens Bank should not be forcing us to take the penalty on this. We have been promised that the money would be back in our possession by now and they have decided that they'd rather their customer feel the pain than make us whole. Citizens Bank clearly does not value their customer service relationships. They've lied to us and led us on for weeks now.
Company Response:
State: PA
Zip: 19006
Submitted Via: Web
Date Sent: 2018-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: 75 Months Date Opened XX/XX/XXXX Account Status Open Payment Status Paid - Payment Status Details Current, was past due 60 days Paid or paying as agreed - Status Updated XX/XX/XXXX - Balance {$48000.00} This account is reporting on my credit report, its not my account
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2018-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-05
Issue: Problem when making payments
Subissue:
Consumer Complaint: I got a personal installment loan with citizens one bank for the new XXXX. I went to pay off the full balance of the loan on the phone and I find after I made the payment with the supervisor XXXX that I was charged twice with each amount being {$1300.00} for a total of over a {$2000.00} charge on my credit card. I had to use my credit card to pay off other balances and could not do so because the overcharge of two payments reduced my credit line needed to pay off other balances. The supervisor did not tell me the first payment did not go through which took away my choice to tell her to not make an additional payment effort after the first payment did not go through. Instead she just kept charging my credit card without notifying me and when I get off the phone I see two charges on my credit card. After two weeks of waiting going back and forth with multiple supervisors I asked that they give me a discretionary credit on my credit card for all the issues as well as to compensate for the interest accrued on other balances that I could have paid off using my credit limit that they reduced by charging me twice. The bank didnt even make an effort to reverse the second charge as it was on my account for 8 days. For eight days I did not have the credit limit I needed to pay off other obligations due to them charging me twice while interest was acrruing daily on the other obligations. The supervisors escalated this matter to the office of the chair and the end resolution is that they were not going to give me a discretionary credit for all the issues they caused. I spoke to a lady named XXXX. I told her I was going to report them to the CFPB because many other customers may be going through the same thing. Two days later I get a call from the dispute resolutions department to check up on me because they heard I was going to the CFPB and they tried to ensure they werent going to give me a credit but they would better their process.
Company Response:
State: AZ
Zip: 85281
Submitted Via: Web
Date Sent: 2018-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: CFPB XXXX FDIC XXXX. DEAR SIR THIS LETTER WAS SENT REGULAR MAIL TODAY TO ASCERTAIN THE FACT I WAS NOT A RESIDENT OF MASSACHUSETTS AND CITIZENS BANK IS REQUIRED TO RESEARCH THIS A.T.M.FACT, AND THEREFORE I WAS NOT A TAX RESIDENT ALSO. ILLEGAL TRANSFER OF FUNDS. UNDER THE UNIFORM ENFORCEMENT OF FOREIGN JUDGEMENT ACT, ANOTHER STATE TAX AGENCY CAN NOT COLLECT FROM A SECOND STATE. I WAS NOT A RESIDENT OF MASSACHUSETTS FOR ALL OF XXXX, XXXX ( only XXXX XXXX, XXXX after citizens bank would not send me a bank card to the UNITED STATES EMBASSY ( XXXX ) who gave me permission and who can verify the fact i was devistated, and had to return to the u.s. and i stayed in the s h e l t e r -- not a tax resident for XXXX ) NOT A RESIDENT FOR ALL OF XXXX, ALL OF XXXX, ALL OF XXXX I C AN GO BACK AS FAR AS XXXX WHEN I DID RESIDE IN A WEEKLY MOTEL ... NOT A RESIDENT FOR TAX IF YOU RESIDE IN A WEEKLY HOTEL ... ANY WAY, FOR THE LAST 5 YEARS I WAS THERE ALMOST ZERO DAYS. IF ANYTHING THIS STATE OWES ME MONEY. MASSACHUSETTS DEPARTMENT OF REVENUE XXXX BELIEVED ME AND SAID TO REQUEST THE TAX PREPARER, XXXX -- THE TAX PREPARER XXXX XXXX HAS BEEN REQUESTED TO SEND THE INFORMATION -- HE EVEN SAID I ONLY OWE FEDERAL TAX, NOT STATE. EMAIL ADDRESS -- XXXX -- -NAME, XXXX XXXX , XXXX, XXXX XXXX XXXX, XXXX ma . XXXX I DID NOT OWE STATE TAX AS HE ALSO KNOWS. I WAS OUTSIDE OF THE U.S. FOR MOST OR ALL OF THIS TIME. THE TAX PREPARER ALSO DID NOT RESEARCH THE FACT ( ascertained by u.s. tax preparers across the ocean in the e.u. ) I AM QUALIFIED FOR THE FOREIGN TAX CREDIT FOR SURE. ACCORDING TO MASSACHUSETTS TAX AUTHORITY, THE TAX PREPARER FILED THE ERRRONEOUS ERROR FORM ... .ANY WAY, THIS IS ALSO FACT THE CITIZENS BANK IS REQUIRED TO RESEARCH THE FACT ALSO - I WAS NOT A RESIDENT OF THAT STATE .... MY ADDRESS IS XXXX XXXX XXXX, XXXX XXXX,, RHODE3 ISLAND XXXX. YOU ALSO HAVE ACCESS TO THE A.T.M. MACHINE FACT I WAS NOT A RESIDENT OF THE STATE. THE BANK IS LEGALLY REQUIRED TO RESEARCH AND INVESTIGATE THE FACT AND REPLACE THE ILLEGALLY WITHDRAWN MONEY ... THEN THERE IS ALSO XXXX INVESTMENTS WHO WOULD NOT ALLOW ME TO UPDATE MY ADDRESS, WHO DID WITHHOLD MASSACHUSETTS TAX FOR AN INHERITED I.R.A. REQUIRED DISTRIBUTION. XXXX TOOK A FALSE COMPLAINT, WE BELIEVE FROM FORMER EXECUTOR ATTORNEY, WE THEN WENT TO XXXX. WHO REQUIRED XXXX TO DO XXXX TRANSFERS OUT OF XXXX TO ANOTHER BROKERAGE INSTITUTION. XXXX MIGHT BE THE REASON FOR SOME OF THIS. ERRONOUS ILLEGAL FILINGS CAUSING THE ILLEGAL WITHDRAWAL OF FUNDS. IF THIS COMPLAINT IS HELPFUL TO YOUR WORK, THEN YOU MAY PUBLISH IT .... ONLY IF MY NAME IS DELETED.
Company Response:
State: RI
Zip: 02891
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is a complaint regarding Citizens Bank. On XX/XX/2018 we received an email congratulating us on opening Mobile Banking and XXXX Account. I immediately contacted the bank to advise them we did NOT request either service. Bank Rep XXXX said ... it was good I called as this had just happened within a hour of my call and all was okay on our accounts..but, we needed to change our user id and password. XXXX gave me a new ( per his words ) fail proof user ID and we changed password. Thinking all was fine I did nothing else until on XX/XX/2018.We are retired and our pension payments go into our account on or around the first of the month. When I went in to account to see if our pension checks had been posted I noticed they were but, the balance as extremely wrong. I scrolled down and saw there were two checks issued on XX/XX/2018 to an unknown person and they were both cashed and deposited into a credit union in California??? I immediately called the bank. The rest of the story is in the attached document.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens Bank ran maintenance at the end of the month and ran into some sort of problem that they wont elaborate on and now I am unable to get my check direct deposited. I have bills due, we need groceries, and have a large payment due to my sons school and all they say is sorry, it will be 2-3 days until its fixed they also said it may come in the form of a check in the mail so add another few days for that to clear which by then it will be the weekend, so we are looking at a week or so before this is all cleared up.
Company Response:
State: MI
Zip: 48146
Submitted Via: Web
Date Sent: 2018-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a One Deposit checking account with Citizens Bank on XX/XX/2018. It's been 90 days since my deposit and I haven't been awarded the {$200.00} bonus. I also made three online bill payments and did not receive a {$50.00} bonus as stated in the mailer that I was sent.
Company Response:
State: NH
Zip: 03054
Submitted Via: Web
Date Sent: 2018-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have struggled this year to make my mortgage payments on time due to switching jobs last year and having to take a salary reduction from what I was making last year. In addition we became foster parents to XXXX children and my wife is now XXXX. I have paid so far in 2018 my XXXX, XXXX, XXXX, XXXX, XXXX, XXXX payments. I called XXXX XXXX XXXX XXXX to let them know I have the funds to make the XXXX payment but they told me they would not accept them payment, the would only accept a minimum of 3 payments, this seems very unreasonable, if I had the funds to make 3 payments I would have made them. I don't think its right for the mortgage company to refuse payments, I told them my next payment after the one I attempted to make would be on XX/XX/XXXX and the next on XX/XX/XXXX because I finally have the funds set aside to make all these payments and get back on track, still they said they will not accept any less than 3 payments at the same time.
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I opened a new savings account with Citizen 's Bank. I requested that XXXX be transferred to this account from another account I have at XXXXXXXX XXXX. Citizen 's Bank ran this transfer through twice, causing {$24000.00} to be transferred out of my XXXX account. I did not have the funds in the XXXX account to cover this, and was charged a {$100.00} overdraft fee as a result. Citizen 's has acknowledged that the double transfer was their mistake, but refuses to reimburse me for the overdraft fee caused by their mistake. XXXX will not refund the fee either, though I do not believe it is their responsibility to do so since Citizen 's caused the issue.
Company Response:
State: DC
Zip: 20007
Submitted Via: Web
Date Sent: 2018-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A