Date Received: 2018-08-28
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Hello I have been a citizen bank customer for three years, I enjoy most of my business and I can book with this company from a wide range of locations in my area or there Saturday hours are there reason why they had kept my business this far. But on Saturday XX/XX/2018 I make to wireless Deposits from my supplemental income or XXXX in the amount XXXX with my direct deposit from my employer after a few withdrawals I had XXXX I deposit the money into my account before XXXX because I had problems previous about deposits not going into my account because they update there systems. I made sure my deposit was complete and was added to my account by logging in to the mobile app after checking my balance I rest assure that all my funds were in my account. But the next morning on Saturday XX/XX/XXXXmy account was about hundred dollars off I thought I missed Calculated What are spend. And we just keep an eye on my account I even transferred any money that was for bills and select second checking account so I knew what I was spending on Monday I seen all of my withdrawals were Set up and nothing was pending or on hold so I transfer my money back into my count as well as made a {$360.00} deposit cash the ATM but again the next morning my account Was lower than expected but the posit that I had made less than 24 hours ago had a balance of {$100.00} lower than yesterday nothing was pending or should have been taken out of my account I waited for the banks are open I want to live in citizen bank on XXXX and XXXX XXXX XXXX I was humiliated made to look like a liar or a fool They tried to convince me that I spit something or something was still pending and was talking out of my account I try to explain to him that I had set the mobile app as well as my balance and what was in my account did not reflect the deposit that I made yesterday I asked for answers no one could give me any. I can home call the XXXX number and went over the Conversation once again the Agent could not explain to me where my money went I even spoke to a manager I try to explain that the mobile app it will show what has been withdrawn And the balance will reflect it but theres no purchases Or anything on hold Infacted I only made a mobile deposit in the last 24 hours they told me the could see any withdrawals so the only possible answer is the app was wrong about my balance
Company Response:
State: PA
Zip: 19133
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-28
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a loan with Citizens One. I access loan information using their website ( electronic billing ). Using their website, I can not : - Discover the interest rate I am being charged. - Discover the remaining balance on the loan. - Discover the payoff amount of the loan. - Discover the amounts of prinicipal and interest I have paid against this loan to date. - Discover the amount of principal vs. the amount of interest I am paying on any given payment. https : //www.fsdsapps.com/ecs/ #! /citizens-one-apple/overview
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2018-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-27
Issue: Credit limit changed
Subissue:
Consumer Complaint: In XX/XX/XXXX, Citizens Bank issued our pharmacy business a revolving line of credit for 7 years for the amount of {$120000.00}. In XX/XX/XXXX, the issued as a second line of credit for the amount of {$27000.00} raising the total to {$150000.00}. This second line was never used by us, but it was issued by the bank to act as a safety net. All payments were paid on time every single time over these two years. InXX/XX/XXXX we began shopping different banks to acquire a SEPARATE loan for a second business location. Citizens Bank was one of these locations. We were in contact with a newly appointed loan officer by the name of XXXX XXXX. His official title being the Assistant Vice President of Relationship Management. He reviewed our application for the NEW location, and said he wouldn't be able to do it. A few days later we attempted to access our line of credit for our original pharmacy, to pay our drug distributor, but the bank website was down. When we visited the bank branch to get the transfer initiated manually, the manager informed us that our line of credit had been frozen and the current balance had been converted to a term loan. Apparently only the loan officer, XXXX XXXX, could deal with this matter, but she was unable to contact him, as were we because he was intentionally declining our calls. Despite multiple messages from us, and various employees of the bank, we never received any responses. According to the bank manager, in order for a change like this to occur with our line of credit, the bank has to issue has a notice 30-60 days ahead of time. In this situation the bank failed to issue any notice whatsoever, and we only found out about this change when we went to make the payment to our distributor. Due to the short notice, we had to scramble and apply for a line of credit with an external loan lender, at an extremely high interest rate that we now have to pay back within the year. We project to gross over a million this year, yet the bank with these actions has put our entire business as well as hundreds of patients at risk of not receiving their medication from the pharmacy and pharmacist that they trust. With our numbers, we can get another line of credit elsewhere, but it'll still take a couple of months to secure one. Citizens Bank has been extremely non-compliant in this matter, as they continue to pass this matter on to different members of their company, not giving us any response. In the meantime, we have been forced to consider selling our business, because of the lack of prior of notification. Despite us having a perfect record in terms of payments, and everything else, this bank has felt that it is acceptable to yank a line of credit it reviewed only FOUR months ago. As a matter of fact, after the review, the bank felt so confident that it increased our limit. In the past four months, there have been no major changes financially within our business. We simply do not understand how a bank can make such a big change ethically and legally in such a short period of time with NO PRIOR NOTIFICATION WHATSOEVER and put a million dollar business at risk.
Company Response:
State: MI
Zip: 48864
Submitted Via: Web
Date Sent: 2018-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-24
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XXXX XXXX XXXX, XXXX is attempting to collect an incorrect debt amount by XXXX and XXXX. The agency bought a debt from Citizens Bank
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-22
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My response to a letter dated XX/XX/2018 from XXXX XXXX XXXX XXXX : XX/XX/2018 FAXED TO : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RI XXXX Re : Account # XXXX Your letter of XX/XX/2018 indicates my loan is past due. I submitted on or about XXXX XXXX the appropriate forms to move my monthly debit from my former XXXX checking account to my new XXXX XXXX XXXX account. I contacted your office by phone about the time of the referenced letter indicating that neither my old XXXX account nor my new XXXX account had been debited and was told by a not particularly helpful representative that it may take one or two billing cycles to take effect. For more than two years I have not missed a payment and have, in fact, paid {$500.00} per month so I am well ahead of the loan payment schedule and can not be past due. Please take steps to implement my new XXXX XXXX XXXX account and the monthly debit of {$500.00} against the referenced loan. Also, take steps to remove the negative impact on my credit record as I am effectively NOT in arrears. Thank you. Inform me that these actions have been taken so I have a record of the action. Regards, XXXX XXXX XXXX, XXXX. Cc : Acting Director XXXX XXXX Consumer Financial Protection Bureau
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I fell behind in XX/XX/2017 and caught up in XX/XX/XXXX/XX/XX/XXXX with my tax return. I began making {$600.00} payments ( half my scheduled payment ) every 2 weeks. My mortgage company is not applying these payments to my monthly payment. They allocate it differently every time. Sometimes they hold it until the receive the second payment and apply them correctly. Other times, they have refunded 2 checks to me and are now applying them to my escrow account. This is causing them to report my account as 3 months past due when in truth, I am only one month behind because of the two checks they refunded. This is negatively impacting my credit report
Company Response:
State: TX
Zip: 76052
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-20
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Got a letter saying I owed {$14000.00} on XX/XX/XXXX. After calling found out it was from XXXX. I filed bankruptcy in XXXX this said account should have either been discharged or frozen until after my chapter XXXX bankruptcy ended. XX/XX/XXXX my bankruptcy ended I never got any bill from account holder. Now 6 months later they are either trying get money from an account discharged from my bankruptcy or mishandled my account during my bankruptcy. I want this account withdrawn as it goes against federal bankruptcy laws! They should have by law sent me a bill to resume payments not sent it straight to collections.
Company Response:
State: MO
Zip: 650XX
Submitted Via: Web
Date Sent: 2018-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/2018 I withdrew cash from my bank atm {$3600.00}, immediately i went to the teller to deposit it. The teller took the cash and counted it with a cash counting machine behind him. He tells me that the amount of cash i gave him was less than the amount i want to deposit, {$3500.00}. I told him that can not be because the money was just withdrawn from the bank atm and brought to him right away. He counts the money again in another machine and comes up short again. The branch manager counts the cash and he also comes up short. Somehow the missing cash was lost when i gave it to the teller because i did not drop anything between the atm and tellers desk, my husband was with me throughout the whole event. The branch manager said they can do an audit on the atm to see if there was a overage. XX/XX/XXXX i called the branch and rep said the audit came up normal, no overages. The rep said they would conduct a investigation on the teller and look at video footage from the day cash went missing. I called several times and emailed the rep and branch manager to get a status report but they ignore me and do not respond. It seems like they have stopped any investigation in my case. I feel like the teller stole my cash and the branch is covering it up by not contacting me. To this day I am still short {$100.00} and waiting for a response from my bank
Company Response:
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2018-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: At end of business on XX/XX/2018 my account was overdrawn by one cent and I was charged a {$35.00} overdraft fee because of that. They advertise {$5.00} overdraft pass but apparently since the item that overdrew my account by one cent was more than {$5.00} it triggered the fee. I asked for the fee to be returned at my local branch in XXXX, PA and XXXX said he would look into it on the next day and call me. He never called and never refunded the fee. I tried calling him and still never returned the call.
Company Response:
State: PA
Zip: 19380
Submitted Via: Web
Date Sent: 2018-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-17
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: Step 1 : What is this complaint about? Abcsense of security, issues with their customer support agents, with mobile app, as well as how they handle issues. Step 2 : What type of problem are you having? I am a client of Citizens bank for the past few years. Every few months, I have had a terrible experience with : -Security ; -Customer Support agents ; and -Mobile App. -Most importantly, handling issues. During the past few months, I have had suspicious activity on my account and the bank did not notify me about it. The First time was : XX/XX/2018 ( pictures attached ), and second time XX/XX/2018 Step 3 : What happened? At the end of XX/XX/2018, my mobile app experienced some problems ( that happened before many times ) and when I finally got access, I saw many charges on my account. I had my card with me, so some one stole my cc number and used it for a few days. Once again, the bank never notified me until I called them and filed the complaint. After a week or so, I finally got my money back, but let me tell you what it cost me : -I spent hours and hours on the phone to get someone, then when I did they would transfer me to all different departments over and over again. -they could not find my case number a few times -they changes my case # at least twice! -customer service was not helpful at all, only one person and he was a manager. I got him after a long frustrating 2 hour wait before he could help me. -After, I just noticed those charges, I called them right away and asked to close my account because i do not want anyone using my money. -few days after I already submitted the case, my cc was charged again! and It got declined! I had to pay the fees for their mistake. -it just was such a nightmare! On XX/XX/2018, I opened my online banking ( it did not work for day and a half befor that ) and noticed numerous miscellaneous charges for huge amounts of money XXXX picture attached ). Of course, I was shocked, since I was at work And had to ask my manager to take some time off and call the bank. After a 30 minute wait, I got transferred and waited again. Finally, I got a real person who told me that she has no idea what happened. I asked her transfer me to the supervisor, who told me first that she was not sure what happened, but then saw that it was a charge from the Citizens Bank claim department. I had even more questions after that! She said that both bank and XXXX XXXX gave me money back, which I did not notice or receive ... however, bank decided to take the money back without even notifying me!!! When I talked to the Citizen bank supervisor. I am really shocked that I do not have money on my account that I was supposed to spend on the flight tickets and hotel for my vacation on the XXXX, she saidthats ok, you have another {$600.00} left on your account. Is this an acceptable way to treat a customers? They can take my money and use it as they want? I do not think so. The supervisor continued to say that the only department who can answer my questions is the Claim Department, and it was already closed! She provided me this number XXXX of Claim dep ( which opens at XXXX XXXX ), the earliest I called them after XXXX XXXX. No one answered me for more than 40 minutes, I took a print screen, during My wait for them ( I attached it as well ). I am full time XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and wife of my husband. I have my personal life and do not want to spend hours with this bank to solve something that could have been avoided or corrected. I do not feel secure with this bank at all. I am planning to go on vacation on XX/XX/XXXX and planned to spend that money on the hotels and flight tickets. Now I have no money. As a resolution for this situation : I want to get all the money they took from account ; I want to close my account with them and if its possible ; and I want to get an compensation for hours of time that I spent being stressed. If I do not get my money back especially before my vacation, I will have to contact a lawyer, because not only do I not have money! I wont be able to go on vacation which I have been saving for all year. This is unacceptable and disgraceful. I am extremely upset. Thank you for your attention to this matter. Step 4 : What company is this complaint about? Citizens Bank Step 5 : Who are the people involved? many citizens bank employees, supervisor, claim department.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2018-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A