Date Received: 2018-09-20
Issue: Took or threatened to take negative or legal action
Subissue: Sued you without properly notifying you of lawsuit
Consumer Complaint: Citizens Bank, N.A. XXXX XXXX XXXX XXXX XXXX, RI, XXXX XXXX Formerly XXXX XXXX, XXXX XXXX I received a warrant in debt to appear in court XX/XX/2018 for XX/XX/2018. I never received any notifications of this action being taken against me nor have I received any communication from the bank to claim the debt or allow me to request validation and dispute. I never received anything from their attorney as well prior to the warrant in debt. I was working out of state as I do XXXX XXXX using my parents address as my tax home. I have had inadequate time to contact an attorney or prepare for a trial myself. I appear for the hearing tomorrow. It has cost me in travel time, financially, and personally in having to manage everything in such short notice coming from XXXX to XXXX to appear.
Company Response:
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received an offer in the mail to get a {$400.00} bonus if I opened a new Platinum Checking account by XX/XX/2018 and made a single {$1000.00} direct deposit within 60 days. I opened this account in branch and the specialist helping me took the mailer from me that I received and entered the Offer Code assigned to me online as required. The offer states the {$400.00} bonus will post to the account within 90 days after the direct deposit posted. I opened the account on XX/XX/2018 and a direct deposit of {$2500.00} posted on XX/XX/2018. I've tried communicating with Citizens Bank multiple times via their secure message system - they never get back to me or tell me to wait longer. Their phone system is a mess.
Company Response:
State: MA
Zip: 02740
Submitted Via: Web
Date Sent: 2018-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-18
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: In XXXX of 2017, I purchased an XXXX through XXXX, who uses Citizen 's One as their third party partner handling loans for the devices. I was not aware that I would be paying to Citizens One every month, but rather thought it would be XXXX directly. I believe that I got a new credit card and it never got updated with Citizen 's One. My monthly payment to finance my phone has not gone through since XXXX of 2017 and now my account with Citizens One has gone to their collections department. I only found out this information because I called XXXX in hopes to upgrade my phone this year and they told me I have a balance through Citizens One still. I have not received any form of communication from Citizens One. They have not called, emailed, mailed, etc. any notification or bills to me. However, when I talk to them on the phone, they tell me that I owe the full amount of the phone which is around {$860.00}. I asked them if they could please send me an email verifying how much I owe on the loan and they told me they can not email me at all. Their recovery department has told me that they don't report these loans to the credit bureaus and that that is why they can not reach out to me in any form. However, their billing department told me it could effect my credit and to just make sure to pay off the loan, yet they don't know any deadlines or logistics of when and what I have to pay. If I mail in a payment, I have been told that I will not receive any confirmation for my payment. If I pay over the phone, they say that I will receive an email confirmation, however, I'm not sure I trust them. At this point, I am afraid to pay because I don't know if I will get the full confirmation that I feel I deserve. I would feel more comfortable if they could do things through writing rather than all verbally. However, they have made it clear that everything must be verbal. There is no access online because my account has moved to their recovery department and I no longer have access to my account online. My biggest concern is that this account does not affect my credit negatively.
Company Response:
State: UT
Zip: 84108
Submitted Via: Web
Date Sent: 2018-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-18
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I accidentally incurred an overdraft on my checking account due to an error with a XXXX transaction. I was under the assumption that not being enrolled in overdraft protection would cause the payment to fail as it would with a debit card transaction. on XX/XX/XXXX the transaction completed and my account was left with a balance of XXXX. on XX/XX/XXXX a {$35.00} overdraft fee was applied to bring the balance to XXXX. On XX/XX/XXXX I became aware that my account had been overdrafted. I went to the local branch and stated that i would like to cover the overdraft amount and asked if there was anyway the overdraft fee could be waived. I was provided a customer service number ( XXXX ). I was told to call the number and they would waive the overdraft fee. When you call the customer service number there is an automated menu. At no time does this menu give you an option to speak to a live person. After a week of calling this number and trying EVERY menu option I found that pressing '0 ' TWICE would transfer you to a live person. If you press '0 ' once it reverts to the main menu, if you press '0 ' twice it connects to a representative. There is NO mention of '0 ' being a menu option at all. on XX/XX/XXXX I was finally able to talk to a representative. He said he could waive the original overdraft fee, but i would still be responsible for the two {$30.00} fees that occured in the time period that I was trying diligently to rectify the first fee. I told him this was not acceptable and I would like to close my account. In order to close the account I would have to bring the balance to zero. My balance is currently XXXX due to {$60.00} in fees incurred by the original overdraft fee which was waived. I then went back the the local branch and was told that I would be stuck with those fees. I think that it is ridiculous that the customer service number 's automated menu is intentionally obfuscated to the point that it does not have a straight forward way to talk to an actual person. It took me a week to figure out to press '0 ' twice, and in that week they want to charge me an additional {$60.00}.
Company Response:
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2018-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had a checking account with Citizens Bank and on several occasions their overdraft fees caused more overdrafts and higher negative balance. At one point the total negative balance on the account can be broken down to XXXX in fees alone and XXXX in charges. They proceeded to call my ex-wife who has not been on the account for over 3 years and even has a new phone number, but someone they obtained her number and called her informing her of the situation. I then called the bank and explained the problem with doing that and informing them that the balance of XXXX was mostly their fees of XXXX including a monthly maintenance fee. I offered to pay the charges which came to XXXX. At this point the person I spoke to refused and stated if I dont pay the whole balance they would close the account and report me to ACH so I would not be able to obtain another account at other banks.
Company Response:
State: NH
Zip: 03060
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/18, I received a charge to my Citizen 's bank checking account for {$220.00} from XXXX that I did not authorize. On XX/XX/18, I reported this unauthorized charge to Citizen 's bank, and they opened an investigation. I was told that I would receive a response within 10 business days. I have not received a response nor a provisional credit. I called Citizen 's bank on XX/XX/18, and was told that I should receive a provisional credit while they continue their investigation. However, I called the claims department at Citizen 's bank today ( XX/XX/18 ), and was told that I was mailed a letter on XX/XX/18. I never received such letter. The claims representative told me that they needed additional information in order to proceed, including why the charge was unauthorized and the exact date that I spoke with the vendor. I informed the agent that the charge was not supposed to occur, and that I informed the Citizen 's bank representative of this on XX/XX/18. I also told the representative that I spoke with XXXX many times when the charge occurred, and XXXX told me that they never charged my card. I asked when I would receive a provisional credit, as I understood they were required to provide it after 10 days while they continue their investigation. I was told that they would not provide a provisional credit, and that Citizen 's bank had 90 days to complete the investigation.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2018-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-12
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: On XX/XX/2018, Citizens Bank processed a DDA Debit for XXXX on my checking account for an offset for an old account that I had with them. However, since the sources of income for that account are Unemployment and Child Support, those sources are considered uncollectable and are exempt from debt and garnishments. They are refusing to return my unemployment.
Company Response:
State: OH
Zip: 44460
Submitted Via: Web
Date Sent: 2018-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2018, I sent a letter to Citizens Bank requesting an opt-out of the arbitration clause. I also requested paper statement delivery, a change to my privacy preferences, their fax number, and I reported a website bug. This letter was ignored. It was posted to the arbitration opt-out address. I have attached a copy of this letter. Then on XX/XX/XXXX, I sent two more copies of the letter, each of which were addressed to different addresses ( XXXX XXXX XXXX, XXXX, RI and XXXX XXXX XXXX, XXXX, RI ). Both of those letters were also ignored. Apart from all three letters being ignored, I also confirm that Citizens Bank has not sent me any paper statements. The most recent statement I have on file is that which closes in XX/XX/2018.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: There is a overdraft protection credit account attached to my wife 's checking account. In mid 2016 the account was at a balance of around {$700.00}. As of today the account is at {$2200.00}. I paid the account off and closed it in-order to stop what Citizens Bank was doing with this account. From what I can gather this account was accruing interest and my guess is that rather then send a statement for this account Citizens Bank just keeps hitting the checking accounts balance which if at 0 then this will continually keep bouncing and the credit balance increases. I have 2 credit cards from Citizens Bank and always receive a credit card statement monthly, even if its at a zero balance. I don't think it is fair for Citizens Bank to allow this account to just keep going up without a delinquency letter or any type of separate notification. I want potential customers to know about how this works and beware of the dangers of this type of account that does notify you of delinquencies.
Company Response:
State: PA
Zip: 18966
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when reviewing my credit report and found a late payment on the date below : 30 days late as of XX/XX/2018 I am not sure how this happened. I believe I made my payments to you when I received my statements. My only thought is that my statement did not get to me.
Company Response:
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A