Date Received: 2023-09-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I am writing to file a formal complaint against Citizens Bank regarding several accounts ( Checking, multiple CD accounts ) My father passed away on XX/XX/2023. His accounts at Citizens were designated as payable on death to me, his son and only heir. On XX/XX/2023, I downloaded, completed, notarized, and submitted the appropriate Citizens form with an original death certificate to begin the process of closing the accounts and transferring the accounts. On XX/XX/2023, after not hearing back from Citizens, I attempted to inquire about its status by contacting Citizens Bank 's customer service. However, I was directed to my father 's bank branch in XXXX XXXX, PA. The bank representative at the branch confirmed that they had received the information about my father 's passing and requested additional documentation, specifically a funeral bill, which I promptly provided. The next day, I was informed that the release of funds hinged upon my submission of a short form from the Pennsylvania court system. I told the bank that I will not be able to provide a short form as there is a delay in processing the will ( which does not affect a payable on death account. ) XX/XX/2023 After consulting with an attorney, I have come to understand that such documentation is unnecessary for accounts designated as payable on death. Furthermore, there is a time constraint as I have less than a month left to take advantage of the opportunity to settle estate taxes ahead of schedule to receive a discount in relation to these accounts. I sent a registered letter to Citizens corporate address, XXXX XXXX XXXX, XXXX, XXXX XXXX. They confirmed that they received the original form, but then sent then forwarded my letter back to the branch that is denying the account transfer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX I requested an update by XX/XX/2023 and have not heard back from the bank handing the account. It's important to note that Citizens Bank is the sole financial institution requesting this additional, unnecessary information. This situation has become increasingly frustrating, exacerbated by the fact that despite my efforts to seek assistance from Citizens ' customer service and to connect with someone knowledgeable in estate planning, I am consistently redirected to the branch that has deemed these extraneous documents necessary.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: hello, I have recently became aware that a debit card I had canceled, and Citizens Bank reassured me it was canceled, Is still receiving charges. I have the new card that should be the only active card on the account/ card that appears on my account. in my hand. I have proof of the old card number, where the charges occurred. this is violating and I do not trust Citizens Bank anymore
Company Response:
State: MA
Zip: 01851
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was locked out of my account on XX/XX/23 so I called to request for it to be unlocked on XX/XX/23. The first representative confirmed that it was locked because of trying to log in multiple times using the wrong password. He put me on hold and after reviewing my account, the supervisor I spoke to decided to close my account without explanation. No reason was given as to why she decided to close my account.
Company Response:
State: MD
Zip: 21040
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX withdrew {$200.00} from my savings account on XXXX XXXX. On XX/XX/XXXX they took out {$200.00} from a newly opened savings account. On XX/XX/XXXX they took {$200.00} from my checking account.I have to change my password daily.because they get in my account. I had all my devices cleaned for Spyware and it is still happening.I call my Citizens bank daily. Citizens is refunding my mo ey.But it is not stopping the fraudster.
Company Response:
State: PA
Zip: 19601
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 approximately XXXX Eastern Time . I deposited an amount of {$1100.00} in Cash at the ATM of Citizens Bank Branch ( XXXX XXXX XXXX XXXX, Pa XXXX ) I always deposit cash in this ATM & this was the first time i had received a receipt stating we encountered a problem returning your cash. Please contact your financial institution I contacted them immediately. Even talk to the manager of that exact branch after they closed because she was still in the building. She stated that she already counted the money from the ATM and wouldnt do a re count until the next week. You can file a claim to receive your money. I filed a claim and told customer service for the claims department. That i have a receipt that states there was an error with the ATM. My claim was denied not once but twice without them contacting the exact branch there error occurred and also without them providing a way to send them proof of my receipt. I called customer service multiple times and they have yet to reach me after the required business days. Im late on my bills/rent due to them taking money back from me and i just want what Im owed and more core there inconvenience. I called the exact branch this transaction error happened at and she stated the claims department never called us and they never do to investigate claims. So my question for the department how can you determine no error was made without contacting or troubleshooting the atm.
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Awful bait and switch on a CD. I asked when I opened the account about a withdrawal penalty. I was told 2 months loss of interest by XXXX XXXX. This was at the time opening a the XXXX XX/XX/23. I ask via email XX/XX/XXXX, what would be the penalty for withdrawal. XXXX responded via email, 2 months. I went in today and they want to keep about 3 times that amount in penalty. That is what the computer says was the answer. I talked to the XXXX XXXX, nothing we can do. You were given misinformation.
Company Response:
State: NJ
Zip: 08054
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: By mistake, I paid property taxes. Mortgage company paid them as well out of escrow. The contact numbers I used are : XXXX or XXXX.
Company Response:
State: MI
Zip: 48111
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: XX/XX/2023 I tried for the first time too transfer {$50.00} from my cash card to my Citizens Bank checking account which I thought I had properly linked my Cash Card to. When I called my bank I was told no money had been received. I realized that the bank I sent the money to was not a part of my bank so I immediately requested a refund stating that I had made a mistake and requested my money back. I made that request over 10 times throughout the weekend. I received notification that my requests had been denied without an explanation as too why. Each of my requests I stated that my money was accidentally sent to the wrong Citizens Bank, the bank I sent my funds to was Citizens Bank XXXX. I could find no address or phone number, the Cash Card company told me I would have to directly contact the bank I accidentally sent my money to in order too recover my money. This was a mistake on my part I admit but for my money not to be returned I can't understand with no explanation as too why, each request I sent was posted DENIED on my Cash Card Account.
Company Response:
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: In XX/XX/2023 a checking account was opened in my name. I was told it was charged off XX/XX/2023. I was contacted by a debt collector that I owe {$1000.00}. It was a XXXX Bank XXXX account number XXXX. I did not open this account. This is fraud using my social security XXXX.
Company Response:
State: PA
Zip: 187XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: I received and email on XX/XX/23 from Citizens Bank stating that my request to open a checking account was declined. I never attempted to open an account with this institution. Unfortunately, due to a busy schedule, I just noticed the email this morning. I called Citizens Bank this morning XX/XX/23, and the agent said : We thought that this would be a fraud case because important information was missing from the on line application. They invited the person to come to inside a branch complete the application on site. No one ever came in. She then went on to say that she couldn't see the actual application, that she was forwarding the information to the fraud dept and for me to contact the FTC. The Application ID is as follows : XXXX
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A