Date Received: 2018-07-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/18, I opened a Citizen 's Bank checking account utilizing a new account promotion. I set the account up for direct deposit and the first one was made today, XX/XX/18. Today, in researching my new account, I came across a savings product called Citizens Access. This savings product offers an APY of 2 %, which is the highest I have ever seen. My current XXXX savings has a 1.75 % rate, so I decided to open a Citizens Access savings account to exist alongside my checking account. I " opened '' the Citizens Access savings account online today, XX/XX/18. During the account opening process ( one I have done many times with many different banks ) I was instructed to fund and initial deposit of {$5000.00}, which I knew about from the description of the account online. My plan was to move my Citizens Platinum Checking account balance of {$1400.00} to the Access Savings and send the remaining {$3500.00} from my XXXX Savings Account. I did not know if multiple funding sources would be an option, so I entered my Citizen 's Platinum Checking account info first and clicked " Continue ''. At that point, I received an error message with a phone # to call : XXXX. I called and explained what happened and the error message I received. The relentlessly unhelpful agent I spoke with told me that I authorized a {$10000.00} transfer from my Citizen 's Platinum Checking account. This was shocking because I never even authorized the {$5000.00} transfer ... I got an error message after entering my bank details. Where did {$10000.00} come from? The agent advised me it was done, and she could not stop it. She told me my only recourse was to visit a branch to have the transfer " recalled ''. So I visited the Citizen 's Bank branch at XXXX XXXX XXXX XXXX XXXX and worked with a man named XXXX XXXX. He was helpful and did everything to assist, but no one at that branch knew anything about Citizens Access. They had never even heard of it before. XXXX put a stop payment on the funds but was not entirely sure if this would prevent the {$10000.00} transfer from taking place, which would result in overdraft fees. I am submitting this complaint for 2 reasons : 1. If there are any issues with the stop payment, or this ordeal results in any negative impact to me whatsoever, whether it be in the form of fees, credit reporting or XXXX impact, I want what happened to be documented and any issues reversed immediately. 2. The Citizen 's Access online setup process clearly has an issue if initial deposits are being doubled, and needs additional verification so customers know what options they have for initial funding ( i.e. multiple accounts ). I hope this complaint sheds light on that and their system is updated. 3. The gap between Citizen 's Bank and Citizen 's Access is comical. I did not speak to a single Citizen 's Bank employee who knew anything about Citizen 's Access. Citizen 's Access accounts can not be linked to Citizen 's Bank accounts and the balances within Citizen 's Access do not count toward minimum balance requirements at Citizen 's Bank that allow consumers to avoid fees. This is INCREDIBLY misleading marketing. Why brand as a Citizen 's product at all? Thank you for reviewing my complaint and feel free to contact me with any questions.
Company Response:
State: OH
Zip: 447XX
Submitted Via: Web
Date Sent: 2018-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citizens Bank, One Deposit Checking Account # XXXX was overdrawn {$35.00} on ( XX/XX/18 ) by two items paid by Citizens against my account settings, prohibiting overdrafts. I attempted to cover this overdraft that evening, ( XX/XX/18 ) at their XXXX XXXX XXXX, XXXX, OH, XXXX location, which was off-line that evening due to " communications issues ''. An overdraft notice was issued to me by Citizens via e-mail on XX/XX/18, and ATM deposits to cover the overdraft were made that day, leaving a positive account balance of {$2.00} until fees were piled on. Two {$35.00} overdraft fees for a total of {$70.00} were applied overnight XX/XX/18, again throwing the account into an overdraft condition, because of the service charge fees. An SSI direct deposit of {$550.00} was made XX/XX/18 leaving me with a positive ledger balance of {$490.00}, even after the {$70.00} erroneous overdraft fees had been applied. I went to their branch at XXXX XXXX XXXX, XXXX, OH, XXXX on the afternoon of XXXX to clear up this issue, and was directed to their XXXX Customer Service Line, as the branch manager did not have the authority to reverse my overdraft fees. After a wait exceeding 12-minutes I finally got connected to Citizens CSR, who then put me on hold for a couple more minutes before a " Supervisor '' who had the power to refund the overdraft fees could be found. She confirmed the technical issues with ATM on XX/XX/18 which prevented my deposit to cover the overdraft, and I was offered and accepted {$35.00} credit for the {$70.00} overdraft fees on XX/XX/18, which was immediately applied to my account, and should have closed the case. On XX/XX/18 I found I had been assessed and additional {$30.00} " sustained overdraft charge '' overnight that was posted on XX/XX/18, after our fee credit agreement. I had a positive balance of {$520.00} on XX/XX/18 and would have had a positive balance the whole period XXXX if their XXXX XXXX ATM had been functional and the XXXX XXXX Holiday had not intervened. On XXXX
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On tuesday XX/XX/XXXX my landlord XXXX XXXX apartments had two washers and two dryers from XXXX XXXX XXXXXXXX XXXX XXXX , XXXX, PA XXXX XXXX, installed in building number XXXX XXXX XXXX XXXX PA. They put up a sign that said we had to use a credit or debit card and our banks would hold {$7.00} for XXXX hours than return the {$7.00} and charge the regular fee of {$1.00} per wash and per dry. I used the washer and dryer on Wednesday in which {$21.00} was taken from my bank account. I called my bank ( citizen bank ) and spoke to a customer service man named XXXX He said my money would be refunded on Thursday and I would be charged {$1.00} from each three {$7.00} that was taken from my bank account. XXXX XXXX I went ahead to wash my sick mother ; s clothes today thursday XX/XX/XXXX and was charged {$28.00} leaving a grand total of {$49.00}. I called the XXXX vendor and emailed them and they said it was the bank 's fault and XXXX the manager from Citizens bank said it was the vendor fault. I also called and emailed my landlord to no avail. I want my money back and be charged only the {$1.00} for each of the wash and dried clothes I was told I would be charged. Citizen Bank does not want to take responsibility for this. I need help. Thank you
Company Response:
State: PA
Zip: 15221
Submitted Via: Web
Date Sent: 2018-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I signed up for a promotional offer on their website on XX/XX/XXXX. It promised a {$150.00} bonus for receiving a {$500.00} direct deposit within 60 days. My deposit arrived on XX/XX/XXXX ; per the terms of the promotion, the bonus was due XX/XX/XXXX. When I contacted the bank, they said they needed more info, such as a promo code and how I received the offer. But as I had said, it was an offer on their web site, with no promo code. I will attach screen shots of the offer and promotional terms.
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have contacted Citizens bank numerous times regarding HELOC reset. When they called me back, they left a very unclear message in a broken English. The voicemail massage probably came from someone overseas, and the number they gave me is for a different business. They called me back only after 3-4 calls to servicing, including on with a supervisor Mat. He was not able to provide a number to call regarding modification. When I spoke previously with a different rep, he told me to call XXXX, where they were unable to help me. I received confusing letter and loan statements. I am constantly being referred to someone else, or told to wait for their call back. I have paid them on time for a decade and want to avoid foreclosure by modifying the loan. Please help. My contact info is XXXX or XXXX. Thank you
Company Response:
State: IL
Zip: 60015
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Today I received a letter from Citizens One stating that they were unable to process a scheduled payment for an XXXX loan and that within twenty days Citizens One will close the loan and have long term implications on my credit worthiness. I contacted Citizens One and the only information they could give me was that someone purchased an XXXX on XX/XX/17 using my information. This was over a year and a half ago and this was the first letter I received stating that someone used my identity and personal information to get a new phone. I spent over 45 minutes on the phone asking for information on where the phone was purchased, the type of phone and any other details to help me file a police report. Citizens One customer service ( fraud and billing ) could not provide me with any of that information and continued to treat me as if I opened the loan! This is completely ridiculous that Citizens One could do this and offer no assistance to me during a very troublesome time when I just learned that my information was used to open a loan. I should not be financially responsible for a loan that I certainly did not open and for a phone that I never received. My current cell phone is a phone my husband purchased over 3 years ago. I have an XXXX XXXXXXXX XXXX and under no circumstances was a loan opened. I do not want my credit affected by this fraudulent transaction and I ask that Citizens One fully investigate this matter and provide me with actual details.
Company Response:
State: OH
Zip: 451XX
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I disputed this report two times through XXXX. I called the Company 3 times. They won't change my 30 day and 60 day pass due months after loan was paid. They lost a check from my GAP insurance and got a new check sent and cashed. 3 times there people told me it would be taking care of, I heard other people with the same problem
Company Response:
State: PA
Zip: 178XX
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Company # 1 : XXXX XXXX XXXX XXXX XXXX Derogatory Mark- Opened XX/XX/XXXX. Original creditor : XXXX. Creditor/collection agency : XXXX XXXX XXXX XXXX XXXX Amount {$340.00}. This account should have a balance of {$0.00}. An account was opened with XXXX in XX/XX/XXXX for an international phone plan from XXXX XXXX. Company continuously charged me for services/features that were not mentioned/ in written form when I went to the service provider store in XXXX to purchase XXXX chip for my phone. In addition, I was lead to believe I would be paying the two months in which I needed the international phone plan ( XX/XX/XXXX.-XX/XX/XXXX. ), however, they were continuing to charge me. The balance reported of {$340.00} is inaccurate and I'm asking for this to be heavily investigated as it is having a major negative impact on my credit score. Company # 2 : XXXX XXXX Hard Inquiry- XX/XX/XXXX. XXXX XXXX. Address : XXXX XXXX XXXX. XXXX, RI XXXX. This inquiry is listed on my report as a hard inquiry, however, this account is inaccurate. This inquiry must be a mistake on the credit bureau 's end because I am fully unaware of this. I am asking for this hard inquiry to please be reviewed and removed from my credit report. Company # XXXX : XXXX XXXX XXXX XXXX XXXX Opened XX/XX/XXXX. Original creditor : XXXX XXXX XXXX. Creditor/collection agency : XXXX XXXX XXXX. Amount {$250.00}. I am unsure as to why this charge is showing up on my credit report as my health insurance was paying for this to my knowledge. I have not received any paperwork/ mail from the company, therefore, this account should not be listed as a derogatory mark on my credit report as it is harming my credit score. Company # 4 : XXXX XXXX XXXX XXXX XX/XX/XXXX. XXXX XXXX. This is an error.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2018-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXXNew Hampshire Revised Statutes Title XLVIII - CONVEYANCES AND MORTGAGES OF REALTY Chapter 478 - REGISTERS OF DEEDS Section 478:42 - Fraudulent Filings. Universal Citation : NH Rev Stat 478:42 ( XX/XX/XXXX) 478:42 Fraudulent Filings. I. A person may not knowingly present for filing or cause to be presented for filing in a registry or other public office, any type of document that fraudulently purports to be a judgment or other document to memorialize or evidence an act, order, directive, or process of creating a lien without having been authorized under state law, the Constitution, or the laws of the United States. II. For purposes of this section, a document or instrument that purports to create a lien on, assert a claim against, or assert an interest in, real or personal property, is presumed to be fraudulent if it : ( a ) Is not certified or ordered by a court or a judicial entity expressly created or established under the Constitution or the laws of this state or of the United States ; or ( b ) Is not a document or instrument provided for by the Constitution or the laws of this state or the United States. III. Nothing contained herein shall affect the validity of a mechanic 's or statutory lien created pursuant to state or federal law. IV. If a register of deeds or other public official believes in good faith that a document filed with the registry of deeds or other public office purports to create a lien that is fraudulent, the register or other public official shall index the document only under the signer of the document in the grantor index and shall identify the document as a notice in the document type. No other names appearing on the document shall be indexed. ( a ) The register or other public official shall send a copy of such document to the county attorney for the county where the document was filed or to the New Hampshire attorney general 's office for review and possible prosecution. ( b ) The county attorney or attorney general receiving a copy of a document under subparagraph ( a ) shall send a notice of the action taken under this paragraph to the person presenting or causing such filing by regular mail at his or her last known address no later than the next business day after such action. ( c ) Any such document or instrument on file with the registry of deeds or other public office presumed to be fraudulent or deemed fraudulent as described in this section shall be considered invalid, void, and having no force or effect on any named person or persons named within the document or instrument. ( d ) Any register of deeds or other public official acting in good faith pursuant to this chapter shall be immune from civil and criminal liability. V. Any person who knowingly files a document or instrument to fraudulently create a lien on real or personal property shall be guilty of a class B felony. Source. XX/XX/XXXX, 86:1, eff. XX/XX/XXXX.
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018, my husband and I woke up to an e-mail from Citizens bank stating that we have reached our limited transfers for the month. We knew something was wrong right away, because neither of us had made any transfers from our checkings account to our savings account. As soon as we logged on to online banking, we saw that someone had gotten into our savings account and there were over 15 deposits and withdrawals ( all less than {$1.00} ) from other banks and online websites trying to verify the account. We printed the e-mail along with our statements and went straight to the branch. Overall it was discovered that we lost {$0.00}. Even though it was such a little amount, a claim for fraud had to be filed and the account had to be left open until the claim was resolved. In the meantime, we opened a new savings account with Citizens, withdrew {$6100.00} from our original savings account and deposited it into the new one. For the next three days, it showed that we had {$0.00} in the old account ( waiting for the claim to be resolved XXXX and {$6100.00} in our new account. On the morning of Tuesday, XX/XX/XXXX, my husband woke up to an e-mail that a third person was added to our XXXX account. Neither one of us had heard of the XXXX program, but when we logged onto online banking, there indeed was a third name listed on our accounts. It was a name neither one of us had ever heard. This person attempted to transfer {$2500.00} out of our original savings account and made various credit card payments in amounts of {$200.00} and {$840.00} to other banks. The bank approved all of these transactions, however we were luckily able to cancel one of them while it was still pending. The more suspicious activity we found on XX/XX/XXXX was that the NEW savings account, which was only opened 4 days prior, had also been hacked into and again we saw small charges from other banks trying to verify the account. At the same time, we still had the {$6100.00} in our new savings account, but {$5900.00} was also showing in our old account that we had withdrew funds from. It was our understanding that there was an ALL HOLDS on this account, but were told that bank errors were made and would be resolved. Out of 24 hours, I spent 6 of them at the branch ( 5 months pregnant ) trying to resolve this issue, which continued on Wednesday, XX/XX/XXXX when Citizens Bank did a debit memo of {$220.00} from our checking account, which had not been hacked previously. We learned that because we withdrew {$6100.00} from Citizens on Saturday and {$5900.00} displayed in our account four days later, citizens took our money from a separate ( checking ) account to make adjustments, without our permission. At this point, my husband and I agreed that my body and XXXX should not handle the stress and told the branch that we would be calling our lawyer. On Wednesday, XX/XX/XXXX, this situation was escalated to the Office of the XXXX at Citizens bank. The branch told us that we would hear from them in 2-3 business days. Today, XX/XX/XXXX makes two weeks since this case was escalated and we have not heard from anyone. We have called their service center multiple times only to talk to multiple departments and hear the same answers - someone will contact us. At this point, we still have not received our money back from the bank nor do we have any answers as to how these transactions were approved and how someone else was able to access our accounts. We do have a very organized folder containing deposit/withdrawal slips, statements, and letters of correspondence to and from the bank. However, until this goes further I am not comfortable uploading these documents at this time.
Company Response:
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A