Date Received: 2023-09-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I trusted my money to Citizens bank and 4 fraudulent withdrawals ( by check ) were made, the total amount being {$9800.00}. I was in a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX during the fraud activity ( XXXX XX/XX/2023 ) Away from my original state and city XXXX XXXX XXXX ) I was looking through my online banking when I noticed 2 fraudulent withdrawals were made from my bank account. Since there is no branch in Virginia, and I was basically locked inside the base, I called the bank and made a complaint. At first they didn't do anything, it took many calls and a third fraudulent withdrawal for them to completely block my account. At this point they didn't provide me any new account or debit cards, so I had to borrow money from strangers for basic needs, such as food, hygiene products and bills. When I called they created 3 Claims for the fraudulent withdrawals and they send me by mail. Unfortunately they sent me at the wrong address, even though I told the person over the phone that I was not living there anymore. I tried to ask for them to send to my current address and they told me that was not necessary, they were going to send me the claims over email, ( they were lazy to put all the information necessary for a XXXX address at this point ), so I provided the email and waited for a month, and nothing happened, no claims arrived. I called there again and again and they told me that claims are only send by mail ( so the previous attendant lied to me ). At this time I had no access to my bank account, so I called there and asked if I could use my debit card without compromising my bank account, and I probably asked 20 times if that could become a problem, and they told me that it was completely safe, and that they would block any type of transaction except the debit card. It was another lie, they unblocked everything, because right after that a fourth fraudulent withdrawal was made... So again I called there and asked for them to submit the fourth claim and send me the other claims in the right address, and that is when they started refusing service. I told them I was willing to do anything at that point to solve the problem, I even asked my commander to release me to go to the nearest state to talk with any branch from Citizens bank in person. But they told me that the claims were only by mail, ( but they were not sending anything at all ). So I kept calling over and over again, and they started refusing telling me any information about my account. And every time I called and said my name and phone number the call would end. They started ghosting me. So I kept calling all the time, and finally they talked to me saying that my problem could only be solved in person, that I had a warning in their system about me that they could not provide any information or start any process over the phone. I told them that this would only be possible when XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ), and they assured me it was fine. I went to my Citizens Bank branch in XXXX as soon as possible right after my graduation in XXXX and they submitted the claims by mail again and created the fourth claim ( that is what I thought ). After 10 days a letter arrived at my house ( just a letter not the claims ) telling me that I could not pursue the claim for the fourth fraudulent withdrawal because it was too late, even though I was trying to do that since it happened, the same day that it happened. But they refused! I kept calling the bank to solve this problem, but only at the end of XXXX a manager called me to ask about it. I told her everything and she assured me she was going to help me. She sent me the claims over email, but only 2 of 4 claims, and she gave me a phone number to keep in touch. I replied the signed claims as soon as I could and told her about the one that it was missing, and she never responded me. I am calling her office since then and nobody answer for over 3 weeks now. I am tired of this, I trusted my money to Citizens Bank and got legit robbed! This is the last attempt to solve the problem directly with Citizens Bank, if they continue to refuse service and do what they are supposed to do, I will definitely pursue this in another way. Informations about the fraudulent withdrawals : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Document attached ) I don't have access to my account anymore, so I can't provide greater information about the fourth fraudulent withdrawal. ( Screenshot attached ) It should not take more than 5 months to give it back a money that I trusted the bank. I did everything I could to solve this. The way I am being treated is unacceptable. I feel that I got jeopardize because I am not a XXXX XXXX XXXX, only a XXXX and because I am constantly moving and sometimes unable to be in person because of my XXXX XXXX I am currently in great need of that money because I had to move for the XXXX and I had that money saved for that. I can list all the things I've been missing, like when I had to sleep on the floor and eat only cup-noodles for the first month at my new address, because the money that I saved for that was taken from me. Which I think is humiliating.
Company Response:
State: KS
Zip: 66441
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Hello, This is a response to Citizens banks letter regarding XXXX bonus for opening a business XXXX account. The letter from XXXX XXXX of Citizens bank mentioned Bank records confirm you opened XXXX account number ending in XXXX on XX/XX/XXXX. I have confirmed with our XXXX department a promotional offer code at the time of account opening was not applied to the account. Additionally, we were unable to find any valid offers for the time of account opening. The truth is in Citizens bank promotion page, it doesnt show any XXXX code. If you mean Citizens bank XXXXXXXX XXXX and customers cant see, then I dont know. But I made an appointment to open a Citizens bank business XXXX XXXXXXXX account on XX/XX/XXXX. XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX opened the account for me. When I opened the account, I showed XXXX the promotion and XXXX was Ok with the promotion and made a note with that. I emailed XXXX about the bonus, and XXXX responded me on XX/XX/XXXX and XXXX, XXXX, and said that XXXX has sent inquiry about the XXXX for me. Please see the attached files. All this evidence indicate that XXXX of Citizens bank was aware this XXXX and he tried to help me find out why I didnt receive it. It is not my fault that a promotional offer code at the time of account opening was not applied to the account if you have XXXX. If there is a XXXX code, but XXXX didnt apply, he would say so. Further, XXXX mentioned that we were unable to find any valid offers for the time of account opening. This is not true. Please see attached file, it shows that the business XXXX promotion in Citizens bank website and promotion period is XXXX XXXX XXXX. My account was opened on XX/XX/XXXX. I have met all Citizens bank promotion conditions. XXXX mentioned XXXX things, 1 ) no promotion code. 2 ) no bank promotion at that time, were incorrect. Please review these facts and deposit XXXX XXXX into my account. Thank you XXXX XXXX
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Repossession
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: my car was XXXX at the end of XXXX when I was out of town on a vacation fell behind after XXXX paid {$3000.00} what I know at the time was way more then I owed my payment are {$540.00} but before my car was XXXX and before I fell behind I was never late. citizen auto loan put my car on a chargeoff status making that I have to call in my payments now there are missing payments on there end and now they saying Im XXXX behind and im not I spoken to some at the begining of XXXX I was around {$1700.00} behind made a payment of {$540.00} bringing it down and was told then I would owe {$1100.00} I spoken to a lady and told her I will be making another call in payment of {$540.00} on XX/XX/XXXX on XX/XX/XXXX they tried to take out that payment causing it to bounce I called on the XXXX to try to make that payment and rudely told I was XXXX behind owing {$2700.00} and that I was missed inform as I went back in my payment history with them im not im only XXXX they received payments on XX/XX/XXXX of {$3000.00} to get the car back missed XXXX XXXX was XXXX payment of {$220.00}, {$130.00}, {$220.00} {$100.00} XX/XX/XXXX made a payment of {$220.00} XX/XX/XXXX made a full pay and on the XXXX they refused the of {$540.00} saying I had to pay {$2700.00} to keep my car. ever since I had my car repo I don't get a email of posted payments I only owe {$1100.00} with a 10 day grace period to clear up. told them ill pay every XXXX weeks.
Company Response:
State: CT
Zip: 06905
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I opened an account with Citizens Access. That same day, the online account was locked. After a call to customer service I was able to access the account to fund it with XXXX dollars from another personal checking account at XXXX XXXX. One day later the account was locked once again. I called to request access again and was told they required a hold harmless letter from the depositing bank. When asked why they said it was flagged for fraud because they could not verify the account belonged to me. They did not disclose the reasons for flagging the account. This was told to me by XXXX XXXX supervisor ) and she gave me " request # XXXX '' for reference of my " case ''. I called XXXX and told them of this request which they found strange seeing as the account is under my name and a simple statement would suffice. I called Citizens Access again to explain this, once again they did not disclose much information but said I could request an ACH reversal or send the hold harmless letter because they could not " verify funds '' despite the account having been funded since the XXXX. Since I wanted to take advantage of their current APY rate I continued my attempt to provide this hold harmless letter. Panacea provided this on XX/XX/XXXX, they also faxed it to XXXX. I received an email saying my account had been funded which was odd because it had been funded on the XXXX. On XX/XX/29 I called once again and was told the funds were being sent back. I did not request them to be sent back but hoped to be rid of this headache. On XXXX I called once again because my funds had not been returned to my XXXX account at XXXX. I was told it was would take10 business, when asked what address it was sent to they refused to tell me, until I raised my voice they finally disclosed my address which was correct. I am not hopeful the funds will arrive, this is affecting my progress to secure a mortgage loan.
Company Response:
State: MA
Zip: 01201
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens Access froze my account and placed it under review. I attempted to inquire about the expected timeframe for this review, but neither the customer representative nor the supervisor could provide me with any information. Date : XXXX XX/XX/XXXX Action : Tried to transfer out {$25000.00}. Received a text message " The transfer has not been processed. Please call us at XXXX '' Called to ask for information, but the customer representative " can not provide me any information ''. I was told the account was under review. Date : XXXX XX/XX/XXXX Tried to transfer out {$8000.00} and was declined by the bank. Date : XXXX XX/XX/XXXX Tried to transfer out {$3000.00} and was declined by the bank. Date : XXXX XX/XX/XXXX Tried to transfer out {$5000.00} and was declined by the bank. Called again to get the timeframe on the review. The supervisor can not provide me any information regarding the amount of time or the reason why this account was under review. My primary concerns are as follows : Lack of Transparency : I have not received any communication regarding the specific issue or violation that led to the review of my account. It is crucial for me to understand the exact reason for this review to rectify any potential issues promptly. Delay in Account Access : The ongoing review has resulted in restricted access to my account, which has disrupted my ability to transfer fund out. I am experiencing significant inconvenience and financial impact as a result.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XX/XX/, I was notified by XXXX that my Citizens Bank Retail Loan, was reported delinquent by 30+ days. I attempted to log into my account, which normally doesn't work due to systematic issues, my Auto-Pay was Enrolled, my Paperless Statements were turned Off, and my contact information was current. I contact my bank who confirmed no attempt to pull transaction was made. I contact the Creditor immediately the next day, on representative claimed they " emailed me a notice about my outstanding debt '' when I asked why they would email me if I have paperless disabled and to furnish a DNS report showing they emailed me since no paper statement was received, no phone call, no notice app, they couldn't send one. I spoke with XXXX XXXX from the Chairmans office and filed multiple disputes with XXXX. They then marked me 30+ days late on XX/XX/ when my due date was XXXX XXXX XXXX I disputed yet again, they fixed my XXXX remark, temporarily removed my late payment in XXXX. XXXX XXXX my account some how magically went back to paperless after 2 months of Citizens saying they corrected the account. Citizens furnished a document stating there was in fact no banking error on their end, however have yet to furnish ANY proof of notice to collect a debt, couldn't explain as to why my payment didn't pull, nor why my account was switched to Paperless without my authorization. This remark has marked my credit by 70+ points negative and no explanation as to why other then " you missed a payment '' despite my account being on file and not pulling, and being able to prove tot them that their is a systematic issue which is why my account has repeatedly switched to Paperless with out my authorization at any point.
Company Response:
State: CA
Zip: 94565
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: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The weekend of XX/XX/XXXX, I opened up a fraud claim on unauthorized charges to my account from XXXX. XXXX refunded me 3 of the 10 charges, leaving me to start a claim with Citizens for remainder 7 charges, totalling {$750.00}. AFTER the initial claim, XXXX refunded {$320.00} ( XXXX, XXXX, XXXX ). Please make note {$310.00} was refunded to my account from XXXX BEFORE I made a claim- this was not part of my claim created with Citizen. After the investigation, Citizens concluded that I received my refund from XXXX and Citizens withdrew the claim amount back out of my account. A claim rep and I figured there must have been confusion with the first refunds XXXX made that were not part of the claim. Once again, a claim rep and I opened the claim once more but adjusting the amount based on the {$320.00} that was credited by XXXX after the claim was created. The amount was now {$420.00} ( {$100.00} x XXXX ). I received the money from Citizens to yet again have it withdrawn again later. I called Citizens and they said I just have to reopen the claim. I told them I need to actually speak to someone because this claim is not being processed or investigated properly. Its been months and no resolution The reps on the phone said they are unable to do anything other than open a claim. So I went into my local branch, went line by line to check the amount and have it verified that the claim amount is correct. And opened a claim for the THIRD time. I have requested for a call back twice from claims department, and I have never received one call. I am now overdrawn in my account and being assessed more fees because of the money pulled back out of my account on 9/22. I had pending payments and automatic all coming through this past week. I called citizens to see if I can have those fees removed and I was told they were unable to help me and I have to wait for claims, which can take up to 10-15 days. I have lost money to fees for this money not appropriately being credited and debited from my account multiple times. . I need my money back and my fees reversed. This is not right under the Truth and Lending Act.
Company Response:
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Problem with a company's investigation into an existing issue
Subissue: Was not notified of investigation status or results
Consumer Complaint: In XX/XX/XXXX, I became member at an local citizens bank official.. After a year I was asked to leave the online bank citizens bank. I was remoted as individual banking client to phone banking only due to bad behavior. I received information on withdrawals and/or transactions. In XXXX, I left citizens bank official, withdrawing both my savings and money account due to poor treatment. Information regarding investigation still has not been provided. In XXXX my federal and state income taxes are still being audited as problematic due to poor handling by this bank, Citizens Bank official in local XXXX New York.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Citizens claim number # XXXX Dear Sirs, I have a complaint to file in regards to my Citizens Pay Line of Credit, Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXX and until recently had perfect credit, XXXX rating. I have contacted the credit agencies as well as Citizens directly with no resolve. My Citizens Pay account is for a security system. A very low monthly payment that was setup with auto pay and my XXXX XXXX credit card. In XXXX of 2023 XXXX XXXX without my knowledge canceled the card due to apparent fraud. When I found out about this I contacted Citizens immediately, paid up the account and gave new credit card. I asked if I could put an additional card for a backup to make sure this never happened again and they said no. I was never contact by Citizens when the card was declined. No phone call, email or text. Instead they just report a late payment and dropped my score XXXX point or more. Several other vendors that I had auto pay with had the courtesy to make sure they notified me. We are are talking about a {$75.00} a month auto pay that Citizens Pay was in charge of. It is not like I was bouncing checks. Citizens said they would contact the credit reporting agencies and explain the situation. It does not look like anything had been done. I am extremely frustrated as I have worked my entire life to keep great credit and this without my knowledge is causing a major problem. Please let me know when and how we can rectify this. Thank you, XXXX XXXX
Company Response:
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I requested a transfer from this bank to another bank and this bank held my funds without my permission saying I had to contact the bank to verify info which I did and even after the bank ilegally held my funds. Also there is XXXX {$9.00} fee I was told would be remove and credited back to me and the bank has failed to do that. This bank is not trusted
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A