Date Received: 2018-02-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I disputed about 13 transactions on my account dating from XX/XX/XXXX through XX/XX/XXXX. For the total amount of {$5100.00}. The reason why i am disputing these charges is because the merchant failed to provide expected services, Services not rendered and inadequate customer service to resolve any issues. I had annitially filed my complaint back on XX/XX/XXXX. I had filed a dispute for all those charges. I was told to wait 7 /10 business days. I waited 10 and called and they stated that they were filed wrong. I was angry that they did not file the paperwork properly. I filed a new dispute and had to wait another 10days. It had seemed that every person who i spoke to during thus whole ordeal that i asked names of and phone numbers all had a different story to tell but nobody had the information correct. After almost a month of filing paperwork they are still not providing me with sufficient evidence in regurds to my dispute. I have cought them in lies and deceptive behaviour a number of times.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2018-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Problem when making payments
Subissue:
Consumer Complaint: I am having a lot of trouble with getting Citizens Bank to refund a {$1000.00} mistakenly made payment to a closed line of credit account. I appreciate any help your offices can lend to my efforts to receive repayment of this money. On XX/XX/XXXX, I mistakenly made a {$1000.00} payment to Citizens Bank from my checking account at XXXX Bank. On XX/XX/XXXX, I called Citizens Bank to inquire about the status of this payment. I was told there was no overpaid balance shown on the closed line of credit account. Citizens Bank was unable to tell me where the payment went to with their bank, thus opened case # XXXX to start to locate the payment. On XX/XX/XXXX, I again called Citizens Bank about the lost payment, and a possible reversal of the bank debit from my checking account at XXXX Bank. Citizens Bank recommended I call XXXX Bank about this. I immediately called XXXX Bank who told me they can not make the reversal, but that I needed to wait for Citizens Bank to make the repayment, usually within a few days of their receiving it. On XX/XX/XXXX, I called Citizens Bank for a status on their efforts to make my repayment. Citizens Bank told me a check for {$1000.00} was made on XX/XX/XXXX, and held for XXXX days until XX/XX/XXXX before being released. The telephone representative told me the check was sent to my home. The address was correct. On XX/XX/XXXX, with no check received, I again called Citizens Bank. The customer service representative " XXXX '' transferred me to " XXXX '' in their Credit Card Disputes department. From there, I was again transferred to " XXXX '' in their Loan Solutions department. From there I was again transferred to " XXXX '' in their Consumer Finance department. XXXX told me the same details that the check was issued on XX/XX/XXXX, and held for XXXX days before sending off, and that it should be in my mail box within a few days. On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that this day was day XXXX after the check was sent on XXXX XXXX, and that I needed to wait another several days for it to arrive. On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that the check was written on XX/XX/XXXX, but now was held until XX/XX/XXXX before sending out. XXXX had no explanation for this delayed payment. XXXX gave me Citizens Bank 's check number XXXX as the check used to repay me. XXXX also told me the check was written from Citizens Bank 's XXXX, Rhode Island center. I stressed to XXXX that it is not a long distance from XXXX RI to the XXXX MA area, and that it should only take a day or XXXX for delivery. XXXX advised me that if no check was received soon, that I should call their Consumer Finance department again, and ask for a supervisor to have a replacement check written. On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that there was no record of any contact regarding my request for repayment. XXXX also did not recognize the claim number XXXX opened on XX/XX/XXXX, and gave no explanation for this absence of customer calls from me. XXXX did make a replacement check request # XXXX, saying that it will take about XXXX to XXXX business for this to be addressed, and that the check, when written, would be held for XXXX business days before being actually sent. I complained to XXXX that Citizens Bank should be over-nighting me the payment immediately in light of all the troubles encountered. XXXX had no control over the mailing of the payment, only the request. Because of Citizens Bank 's lack of maintaining records of my calls, I immediately called the offices of XXXX XXXX, Citizens ' treasurer in XXXX, RI. To protect my interest, as well as others ', someone in the bank 's corporate office needs to know of this practice. I did not speak directly with XXXX XXXX, but did with " XXXX '' in their Customer Service department. XXXX took down details of my situation, and forwarded it to the office of XXXX for action. XXXX also gave me a case number XXXX as reference of the message to the XXXX 's office. XXXX told me someone will be in contact with me within several days on this matter. On this date, I also contacted the offices of Massachusetts XXXX XXXX XXXX in XXXX, MA to ask about what I can do to have Citizens Bank act on my situation. XXXX XXXX 's office recommended I contact the XXXX XXXX XXXX XXXX for help. Any help you can lend is greatly appreciated. Thank you.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-08
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Applied for a credit card. Denied based on allegedly have zero credit history. Credit WAS NOT PULLED. They insist that it was done properly. I have an extensive credit history, since 1993. Obviously this is a scam.Refuse to help other than to insist on how they are right and did everything wrong. Told me to go to another bank.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Citizens bank has taken {$410.00} from my account for overdraft fees. I am opted out of overdraft protection, and have also documented account minipulation, on behalf of citizens bank. I have taken screen shots of the bank flip flopping withdrawls, and deposites to bring the account negative for preauthorized debits or checks. There was also a situation where my mortgage lender withdrew my mortgage on the wrong date. After correcting the lender, and the funds being returned, citizens would not refund their fees. This transaction was on the XXXX, but was later changed to the XXXX by the bank. On the XXXX it showed the withdrawl at citizensbank online site. I find these fees excessive and criminal. After speaking with the chairmen, XXXX XXXX, i did not receive my refund. I have documents to prove bank account minipulation as well as the return of mortgage payment by the lender. I have also been charged fees out of no where, with no trace of bouncing the account at all. This bank is nothing more then a bunch of crooks. More documents availible then attached.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This inquiry was added to my XXXX credit report on XX/XX/XXXX. I've called the fraud department at Citizens Bank for this inquiry and they have no record of my name in the system. I was transferred several times, and no one could find my name in their system. However, their company still shows up on my credit report. They " can't '' remove it because they have no data information on me. However, someone accessed my report and their name is listed on it. 7 months later, and the inquiry is still there and Citizens Bank is doing nothing to take care of the issue. Update : I spoke to XXXX XXXX, Office of the Chairman, at Citizens Bank on XX/XX/XXXX. She said she needed to obtain a copy of my credit report in order to further investigate this inquiry. I was going to send my credit report, but realized that this is not my responsibility to provide my report to a company who fraudulently pulled it in the first place.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-06
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Since XX/XX/2018 i have been charged an excessive amount of bank fees, in the amount of $XXXX dollars. Some of which were not caused by personal error, as well as some caused by account minipulation on behalf of the bank. Flip flopping transactions day to day to cause a bank fee is common practice. I changed my mortgage payment, through XXXX XXXX, to come out the XX/XX/XXXX instead of the XX/XX/XXXX. XXXX XXXX made a mistake and withdrew the mortgage on the XX/XX/XXXX causeing a domino effect of bank fees. I was able to have XXXX XXXX retract the withdrawl, but citizens bank will not return the charged fees on my account. I am opted out of overdraft "protection", so the only method i can incure a fee is from a preauthorized debit or check. With that said, Citizens bank minipulates my account activity to cause a negative balance to charge me a fee. This has happened to me before by this bank, and they have previously returned fees to me, but refuse to return the fees now.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-04
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: Citizens Bank at XXXX XXXX XXXX XXXX, RI I rolled over a CD at this bank on XX/XX/2018 this was two days after its expiration and the assistant branch manager ( XXXX XXXX ) charged me an illegal {$50.00} early termination fee. I had to call and complain twice before it was fixed. Bank is shady and I have had problems with them in the past with illegal fees and aggressive sales tactics. I can provide documentation.
Company Response:
State: RI
Zip: 02920
Submitted Via: Web
Date Sent: 2018-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-03
Issue: Problem when making payments
Subissue:
Consumer Complaint: I am enrolled in the XXXX XXXX upgrade program administered by Citizens Bank. The bank sends no statements whatsoever annotating payment history, and its online portal does not display any payment history. I am unable to obtain records for the payments I made, all on time and in full compliance with the loan terms, so that I can file the associate expenses for my mobile phone equipment on my 2017 taxes. Citizens Bank acknowledged the system was unable to denote the account history and submitted a ticket for repair back in early XX/XX/XXXX. It remains unresolved, and tax filing deadlines are at risk of being missed for business filings. The portion of the system that takes the customer 's money works flawlessly. The actual compliance and records portion still does not work, and it will ultimately end up costing me financially due to their inability to provide the agreed upon services.
Company Response:
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2018-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I asked CitizensBank, through their email system, to close my account in XX/XX/XXXX ( XX/XX/XXXX ). They acknowledged my message and I thought that my account was closed. The account number is XXXX. I subsequently received a notice that my account was overdrawn, due apparently to items being presented against the account ( an ACH item from XXXX ) after I asked that it be closed. The amount OD was for the item and OD fees. I sent them a transfer to cover the overdrawn amount and bring the balance to XXXX. They said again that they would close my account if I did this. So I assumed again that the account was closed. I attempted again to get XXXX to cancel the ACH draft for an insurance policy ( I do not own the policy, it was for the daughter of someone I lived with for 22 years ). The agent that sold me the policy has long since moved on from the company. I do not have the policy number, since my ex has all that. A few weeks go by and I receive another notice my account is overdrawn {$9.00}. The amount OD represents only fees charged by Citizens for returning the XXXX ACH. I contacted the Bank again, spoke with them, received a voice mail message later that they had resolved the problem. I did not pay them the {$9.00}. They were going to reverse that. I received letter dtd XX/XX/XXXX that my account is now overdrawn {$19.00}. They simply refuse to close the account, continue these charges each month for returning an ACH item that I can not cancel, and which they do not pay. This is an incredibly abusive practice. I paid them the first time they failed to close the account, but having been assured by a supervisor that the account would be closed after that, I am not paying these people {$19.00} more.
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2018-02-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-03
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have been a customer of Citizens Bank, ( branch office in XXXX, Ct, ) for several years. Since inception, I have had ongoing issues concerning late fees with all three of my accounts ( account numbers listed below ). I make payments electronically via XXXX XXXX XXXX and arrange for payments to be made on the scheduled due date. The checks are delivered per XXXX XXXX XXXX but invariably are not posted to the respective accounts for up to 5 to 7 days later. After many conversations and requests to have fees waived which have been honored I was refused a request today when I have called to inquire once again as to why charges were assessed. It appears that the back office processing of payments consistently is late resulting in fees being charged. I have spent numerous hours and patience on calls etc. Since this not an issue with any other accounts that I pay through XXXX XXXX I have concluded that this issue is one which is done with the intent to defraud the customer. I would be curious to see how much revenue is generated via late fee assessments and how many fees are assessed to the customer base. I have today made payments to close two credit card accounts and will arrange to close my Equity Line as soon as possible. Thanks for your assaistance. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT. XXXX XXXX Account # XXXX ( XXXX XXXX XXXX ) Account XXXX ( equity line ) Account # XXXX ( XXXX XXXX )
Company Response:
State: CT
Zip: 06824
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A