Date Received: 2018-06-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My husband and I received a postcard invitation from Citizens Bank offering a special rate of 2.50 % on a 15 month cd with a minimum deposit of {$1000.00}. We could not be current Citizens ' customers, and we would have to open a checking account there too. On XX/XX/XXXX we went to XXXX XXXX XXXX and withdrew {$5000.00} from two Cds there for a total of {$10000.00} and a total penalty of {$340.00}. We took the {$10000.00} to Citizens to open an account there. We were told by the teller that we would have to match our {$10000.00} cd amount to a checking account or another {$10000.00}. We protested and asked to talk to the manager, which we did. Both the teller and the manager apologized for the lack of information on the card to clarify the matching feature. Obviously {$10000.00} in a no interest checking account would be XXXX!
Company Response:
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2018-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hello, I have detected one incorrect record on my credit report from XX/XX/2016 for a " hard inquiry. '' The hard inquires have been performed by : Citizens Bank. I have never authorized nor I recall authorizing a credit card or any form of credit request from Citizens Bank during these dates. Thank you for your time.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have recieved our monthly statement on XX/XX/XXXX and noticed that there was an extra payment on there that was not made by my husband or myself. I called Citizens One Auto Finance to figure out what happened and why there was an extra payment. When talking to customer service, they informed me that the payment made was on XX/XX/XXXXonline and the card was saved to the account. At this point I asked to speak to a supervisor because I did not approve this payment. The supervisor had helped remove the card while I was on the phone with her. I had asked her what name was on the card and she informed me that it was in my name and appeared to be a debit card. While visiting with her, I had asked for the information on the card ( bank information and the rest of the card number, expiration date ) they would not give me the information because they do not have it. That was the end of the call on this date. I called back the next day and spoke with customer service supervisor again and they had already started doing the reversal payment on the card ending in XXXX ( which I am not the card holder on, nor do I have the card ). I had explained to them that I have the right to this information, especially with the card being in my name and trying to figure out if it is identity theft. I told the supervisor that the only people that have my account information should be my husband, myself and their bank. To make an online payment you need to have the following information : account number and the last 4 of your social security number.
Company Response:
State: AZ
Zip: 86406
Submitted Via: Web
Date Sent: 2018-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-01
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Dear Sir, Citizens Bank Did not answer my previous Grievance related to US Department of Home Land Security/Law Firm Check Deposits and Check Clearance Records, which are are missing in my bank records and statements. Also, they printed my contact details of phone number wrongly in the response. Also, they added wrong title before my last name in the interim response of Citizens Bank. All my salaries getting deposited to my individual check-in account at Citizens Bank, which are associated to my name, social, name, address and various identification details. Still, Citizens Bank mentioning the title of last name, phone details and various details wrongly in the consumer finance bureau complaint 's response. Citizens Bank intentionally causing troubles to customers and committing fraudulent activities. Citizens Bank mentioned in the response that they would deduct money from my account if account number and routing number given to them by anybody and also there is no value and verification of Authorized checks. Whats the point in giving Authorized Checks and does not give the accurate details of checks to customer if citizens bank does not verify the checks, signatures, various authorized details. Lawfirm confirmed that they correctly deposited the checks XXXX/XXXX in the Bank and Department of Homeland security correctly deposited the checks.Citizens Bank holds the complete legal accountability and responsibility for tampering the check images and numbers in the account statements, manipulating my individual account transactions and various fraudulent activities related to my individual check-in account. Could you kindly direct citizens bank to issue the official letter with corrections of my title, phone number, check clearance records are missing in the Bank Statements, legal terms and conditions for check clearance without even verifying my signatures of my checks and various identification details. Also, I need official letter to proceed with federal officers and Department of Homeland Security. I need to contact Federal Law Enforcement with official complaint by attaching my original checks and immigration procedures and concerned documents. Could you kindly direct citizens bank to response to my complaint in 5 to 7 days. Citizens Bank holds the complete legal accountability and responsibility at Immigration Fraud department if someone claims these checks and gain any immigration benefit using my identification.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Here are the facts : I am filing this on behalf of my brother. I am his sister and he was seriously ill and near death last XX/XX/XXXX-XX/XX/XXXX. I traveled back to see him in XX/XX/XXXX as he was recovering. He is on XXXX and receives limited funds. In order to assist him with his finances, I made arrangements to be added as a " Payee ' '' on his checking account through Power of Attorney. He has an account with Citizens Bank. When I returned home, I logged into his account and I noticed extensive amounts of monies being drawn out of his account each month for various calls which appear to be fraudulent conference call charges from various companies ( including XXXX charges ). He was not familiar with these charges and said he never incurred them. I contacted Citizens Bank about the fraudulent charges and have been calling their Customer Service and Claims Departments for the past 2-4 weeks. They advised me that these charges began in XX/XX/XXXX ( without my brother 's knowledge ), but he was never notified by the Bank of these charges. He informed me ( and the Bank ) that he was never aware of them. The people in the Claims Department have filed 4 different claims to date in order to reimburse him for these fraudulent charges. In addition, they have issued 3 different new Debit Cards to him since XX/XX/XXXX and the fraudulent phone charges have continued. The Bank advised me that the conference call charges began in XX/XX/XXXX but they will only reimburse him back to XX/XX/XXXX. I have had to contact them everyday to alert them of the new charges and file a new Claim everyday for the bogus charges. The Bank informed me that this is how I must handle all new charges that appear each day. When I requested that they put a STOP on these charges, they informed me that they had no way to do that. I am at my wit 's end as to finding a reolution to this problem and have run out of ideas. Since my brother receives limited income, this is a serious problem for him. The Bank doesn't seem to be capable of assisting me or my brother to resolve or stop these fraudulent charges. One of the claims representatives seemed to think that the charges were generated from a dating website but so far, Citizen 's has not been able confirm or identify where the charges are coming from. I am seeking your assistance in this matter.
Company Response:
State: CA
Zip: 92648
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have " opted out '' of all overdraft options offered for ATM charges, Checks, and any withdrawal of any kind that will overdraft my checking account to prevent overdraft fees. Yet Citizens Bank continues to process individual ATM transactions and Debit charges which overdraft my account, and incur fees. This complaint involves {$120.00} in overdraft fees, of which the bank refused to refund {$60.00} for a situation they caused by not following their own checking account clearing protocols which incurred the {$120.00} in unauthorized overdraft fees which started XX/XX/XXXX and which they waited until XX/XX/XXXX to issue a US Postal Service Notice of, which I received XX/XX/XXXX, due to XXXX XXXX Holiday, all the while incurring additional overdraft fees, {$60.00} of which they refuse to refund, despite admitting it was their mistake. XX/XX/XXXX Fee Rebate Fee Rebate {$30.00} - {$170.00} XX/XX/XXXX Fee Rebate Fee Rebate {$35.00} - {$200.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$230.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$200.00} XX/XX/XXXX Service Charge Sustained Od - {$30.00} - {$170.00} XX/XX/XXXX Fee Overdraft ( 1 At {$35.00} ) |eNotice - {$35.00} - {$140.00} XX/XX/XXXXDebit ( Unauthorized Overdraft ) XXXX XXXX Online Pmt - {$80.00} - {$110.00} XX/XX/XXXX DBT Purchase ( Unauthorized Overdraft ) XXXX XXXX XXXX Oh XXXX - {$45.00} - {$34.00} XX/XX/XXXX ATM Cash ( Positive Balance ) XXXX XXXX XXXX Oh XXXX - {$40.00} {$10.00}
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2018-06-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-31
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Once again, Citizens Bank uses creative manipulation of their timelines on my checking account to exact the maximum amount of overdraft fees, even when the account shows online that it is fine. I check my account first thing in the morning, midday and evening. I have copies of their creativity. As of right now they have charged me {$100.00} for 3 things, in which I do not know which ones it is. In addition I have made numerous cash and check deposits from my business, which to them is not on time even when it is the same day. I have complained to you before about them and they have returned some of my money, but not this time. I am seriously considering a class action suit, as I am sure there are many other customers in the same boat.
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens bank rearranged posted transactions in order to maximize the number of overdrafts they could charge me. On XX/XX/XXXX before XXXX my account showed 3 preauthorized payments of a phone bill, gas bill and credit card bill coming out of the available balance. The account at this point was still in the positive. After XXXX a mortgage payment that was not supposed to be auto paid until XX/XX/XXXX was taken out causing the account to over draft. the next day on the XXXX Citizens bank rearranged the order in which these transactions posted the day before so instead of getting 1 overdraft fee they received 3. XXXX XXXX XXXX and XXXX XXXX just were in a class action suit over this. This should not be allowed for the bank to rearrange postings in order to maximize their profit margin.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-29
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Good afternoon! I am writing today regarding Citizen 's Bank. I had a personal student loan that I took out sometime prior to XX/XX/XXXX. In XX/XX/XXXX, my husband and I fell on hard times and filed bankruptcy. After the discharge, all of my student loans contacted me and made arrangements for payment. I have been paying on these student loans faithfully for over 6 years. I had many loans, and I lost track of which investors were to be paid. The only company that never contacted me, ever, was Citizen 's Bank. I was not even aware that I owed them any money. In the past 6 years, not once did I receive a notice of payment in the mail, in an Email, or a phone call. I have had a personal account with them for many many years. Last Friday, XX/XX/XXXX, Citizen 's Bank went and took every penny that I had in my account. I am now in the rears with them due to bill paying online, and have several checks that are going to bounce. I understand that they have a right to do this and what occurred was completely legal. I first thought it was a fraudulent removal by someone who may have copied my debit card. When I called the bank, I was informed that the money was taken to partially cover a prior debt with them from years ago. I explained that I have checks out in the mail to pay my utilities and other such bills. I also explained that I have no money left to feed my daughters. I informed them that I was never notified of the debt, or I would have made arrangements. I also informed them that if they placed some of the money back in the account, I was 100 % willing to cooperate and start a payment plan as I have with all of my other student debt. They were unwilling to assist. At this point, I am not sure how I am going to afford gas for my drive to work. They disregarded anything I said and were not helpful at all. Like I said above, I understand that they had a right to do this, but to be so unwilling to work with someone, and to have not provided at least some form of contact for payment in the last six years is in my mind immoral, unethical, and cruel. I don't know if you can be of any assistance or not, but they really put me and my family in a terrible position and I am not sure what I am going to do. We live paycheck to paycheck, and my husband is on unemployment at this time. Taking {$1700.00} is enough to put us in a predicament that we may not be able to dig out of. Thank you so much for taking the time to hear my voice. I appreciate it.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have my mortgage through Citizen 's one home loans. I also have an escrow account with Citizen 's Home Loans for the purposes of pre-paying taxes and insurance premiums. I understand this to be standard practice for those who wish to participate in such a setup to avoid late payments. I would like to handle payments of taxes and insurance premiums on my own and have requested to close the escrow account. Citizens One bank responded to say they would only close the account if I pay an escrow waiver fee of .25 % of the outstanding principal amount of the loan. This waiver fee is not in the closing disclosure and no one from the bank ever made mentioned of it. Citizens bank has not provided sufficient documentation on escrow waiver fees. In the attached loan disclosure, the escrow waiver fee is left off as blank. It clearly states the following : " In the future, your property costs may change and, as a result, your escrow payment may change. You may be able to cancel your escrow account, but if you do, you must pay your property costs directly. If you fail to pay your property taxes, your state or local government may ( 1 ) Impose fines and penalties or ( 2 ) place a tax lien on this property. If you fail to pay any of your property costs, your lender may ( 1 ) add the amounts to your loan balance, ( 2 ) add an escrow account to your loan, or ( 3 ) require you to pay for the property insurance that the lender buys on your behalf, which likely would cost more and provide fewer benefits than what you could buy on your own. '' I have reviewed the entire loan disclosure and do not see ANY mentions of an escrow wavier fee that would apply if I were to chose to close the escrow account. As a consumer, I feel cheated and taken advantage of. The escrow account was " conveniently '' opened on my behalf because I originally thought it was a free service provided by the bank so that I would not have to worry about paying extra bills. However, I am now discovering that I am being held hostage to to this " convenience. '' This practice by Citizen 's bank is unethical and is definitely not the right thing to do. If there was a fee to cancellation of this service, then it should have been disclosed in the closing documents.
Company Response:
State: NY
Zip: 11050
Submitted Via: Web
Date Sent: 2018-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A