Date Received: 2018-09-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: We transferred too much money to savings and our mortgage payment was withdrawn causing our account to overdraw by {$250.00} and two transactions on XX/XX/18 ( incurring two overdraft fees ). The following day Citizens Bank re-ordered all our debits to show a total negative of {$230.00}, but they made this up out of 5 transactions instead of the two that actually caused the overdraft. They listed the transactions by amount from largest to smallest to maximize the number of times they can charge fees. This wasn't the order the transactions were done in or the order they posted to the account and we have evidence showing this. I want the additional fees to be returned and I want the bank to stop ripping people off. I'd have preferred to deal directly with Citizens to get this fixed by their customer service department refused to even attempt to understand what the issue was. I will gladly provide more evidence and written testimony for a class action suit if needed and have filed complaints with the other state and federal agencies with oversight.
Company Response:
State: PA
Zip: 17202
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have attempted for months to close my account which this bank compromise my security. I've tried for months, now they are charging me fees. I want this acvount closed and have no apparent route to do so. I can no longer seem to log into my acvount either. The call center are way too sensituve and wait with their finger on the hang up button. They are completely unprofessional.
Company Response:
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2018-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: By far, Citizens is the most grossly incompetent bank I have ever dealt with. The repeated misinformation I was given by their employees will end up causing me to forfeit a bonus I should have received with a different bank. I CLOSED this account on the phone with customer service with a XXXX balance in XXXX. I was very clear that I did not, under any circumstances, want a direct deposit ( or any other activity ) to take place after closure. I was assured by the customer service rep on the phone, and by her manager whom she connected with, that a " block '' had been placed on my account so nothing would go through. I called back on XX/XX/XXXX, and was again assured that normally Social Security deposits that come through on closed accounts are returned. Today, I found my errant Social Security deposit was indeed back in Citizens with the account reopened. I called, and for once did not encounter their usual 10- or 15-minute wait on hold, but was instead repeatedly disconnected. When I finally was transferred to a supervisor, she told me the first information was erroneous -- that, after again XXXX out my account, I would have to call to request a manager send a notice to a branch to finalize closing the account. Upon calling back to speak to a manager about following the procedure that had been described to me, I was told for a THIRD time that there was yet a different procedure. Now I'm told that I must personally send a letter to the branch office asking to close the account permanently -- they will not send the notice for me. Granted partial responsibility goes to Social Security for their failure to update my information ( despite repeated contact with them ). But all I needed to not suffer a financial loss was for Citizens Bank 's employees to actually know how their bank operates, and give me correct information so the deposit could be rejected and redirected to the correct bank. It is ridiculous that no two employees can provide the same information. At this point, I have no idea if the latest information is even correct -- why should I trust it to be accurate now, when apparently it hasn't ever been before? Let me add that the above is not the ONLY issue I encountered in my brief 3-month involvement. Other failures of communication, and misinformation, led to a domino effect that has proven ridiculously costly, both in time, money, and aggravation. My advice to potential customers : avoid this institution like the plague it has been for me.
Company Response:
State: OH
Zip: 43026
Submitted Via: Web
Date Sent: 2018-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Citizens bank continues to take money off of me for a service fee but failed to tell me they were even taking any money from my account! I want my XXXX cents back from them and then to completely close the account, get my money out while I close my account and be done with that bank indefinitely
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2018-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-31
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I am an XXXX year old victim of the credit card interest scam. On XX/XX/XXXX, two men came to my house claiming to be from Citizens Bank. Since they already had my address, knew I had multiple accounts with Citizens Bank, and had the last four digits of my accounts I thought they were actually from Citizens Bank. They said that they were going to put money back onto my card because Citizens Bank was charging me too much interest. On XX/XX/XXXX, I discovered that the men had not put money into my accounts but made a transaction of {$9100.00} on one card and another transaction of {$8900.00} on another card. That day I disputed the transactions with Citizens Bank. I also called the police on XX/XX/XXXX but no one was able to come out until XX/XX/XXXX and make a report of the incident. In XX/XX/XXXX, Citizens Bank sent me a letter stating that they determined that I authorized the transactions. I tried calling multiple times to see how they came to that determination. On XX/XX/XXXX, I called Citizens Bank Credit Card Claims Dept. with my lawyer. We spoke with a XXXX and he told us that because I was scammed it meant I authorized the transaction. We tried telling him that I did not give them permission to make the transaction and asked to speak to a supervisor. We left a message for the XXXX, XXXX XXXX. I called Citizens Bank again with my lawyer on XX/XX/XXXX, because we did not hear back from XXXX. We spoke with a XXXX. He said that the supervisor XXXX XXXX was not available so we asked to have her call my attorney. XXXX told us that because I gave the scammers my account information, I authorized the transactions. As of XX/XX/XXXX, XXXX has not returned my lawyers calls. No one has returned the calls I made either. I put in another dispute of the transactions on XX/XX/XXXX because I did not authorize these men to make these transactions. I thought I was authorizing them to put money back onto my card.
Company Response:
State: NY
Zip: 14609
Submitted Via: Web
Date Sent: 2018-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Sent a letter in XX/XX/2018 with request to close and account in Citizens Bank ( XXXX XXXX XXXX XXXX, MA XXXX ). Sent the same request by FAX since I did not hear anything from the bank. Received a letter ( dated XX/XX/2018 ) from the bank at XX/XX/2018, stating that the account was overdrawn by {$4.00}. How, is this possible if the account was was closed in XX/XX/2018. Next I receive a second letter ( dated XX/XX/2018 ) from the bank at XX/XX/2018, stating that the account was overdrawn by {$17.00}. Citizens bank says that I can deposit the amount in any branch or ATM machine. That is impossible because I live in XXXX, XXXX ( XXXX ) and there are NO Citizens braches or ATM machines here. The big problem is that the bank is sending letter which use more than 1 month to arrive and someone keeps withdrawing funds from an account that should be closed. Obviously there is something wrong in the Citizens bank system. Please help before this get out of hand. Best regard XXXX XXXX XXXX
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-30
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: OnXX/XX/18I was charged with two nsf from citizen bank and I only see one. Also why are they allowed to charge me multiple nsf for the same day?
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2018-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From XX/XX/XXXX XX/XX/XXXX, I was granted a forbearance plan as result of Hurricane Irma and have successfully completed a disaster relief loan modification. Just having reviewed the recent loan activity history shows that the previously suspended payments have been applied and loan is now current. However, on XX/XX/XXXX, principal was added back to the loan in the amount of {$1500.00}, and the maturity date was extended by 6 months from XX/XX/XXXX to XX/XX/XXXX. If the forbearance was only for 90 days, then I would only expect the loan to be extended by the same amount of time. The purpose of the letter is to obtain written clarification for how the {$1500.00} amount was determined, and full summary of the all amounts to be paid from this loan modification. Based on the updated amortization scheduled, I will end up paying an additional {$7500.00} for that 3 months of forbearance. Despite reaching out numerous times during this process, none of this has ever been satisfactorily explained
Company Response:
State: SC
Zip: 29405
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I sent for my credit repot & saw ir was low, so contacted XXXX, got the report and from there XXXX file # XXXX & 547 days later, the negative is NOT ME as I reported Identity/cyber theft how/why isn't it fixed after 547 days??? I called XXXX on Wednesday, XX/XX/2018 inquiring to the status and the lady filed yet another ( 4th ) dispute??? I followed every direction and I thought it would be corrected by now?! I put fraud alerts on/with XXXX yet places i.e. XXXX XXXX still using my name? They l XXXX it seems did not provide other credit agencies that I am victim of cyber/identity theft so my credit is so low for my paying everything like a responsible person and no-one contacted me to ask if it is me taking out school loans when I paid mine off earning XXXX XXXX XXXX and paying it ...! My HELOC is now over {$100000.00} and I did not use any $ $ yet XXXX put fraud alert and money was directly being withdrawn as agent there should be {$1000.00} in that account insttera I owe all of that and got a phone call saying I can eaxgtend my HELOC although XXXX said it was closed but could not tell me why over seven ( 7 ) years ago????? What is going on because XXXX 's just giving me the run-around and I want my {$10000.00}!!!
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2018-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: Money was stolen from our checking and savings account by hackers making unauthorized ACH transfers from our accounts. We immediately went to our bank to start reporting and claims processing. Bank employees provided conflicting information and advice with regard to next steps. When we provided the bank with information on a similar hack that took place at their bank in another state, within the same time frame as ours, they failed to respond to requests from us for additional information, and would not put us in contact with their cyber security team to facilitate a full investigation. Multiple attempts to reach them on our own failed. The unauthorized transfers from our accounts total more than {$50000.00} to date
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A