Date Received: 2023-09-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Yesterday I went to Citizens Bank in XXXXXXXX XXXX to get a mini-statement at the ATM. Instead of a mini-statement, I received a printout stating that my account had been deactivated. My wife and I had made a {$5000.00} deposit the day before so of course I was concerned. I had also linked my company 's XXXX account to the checking account. I came home and called the bank and spoke to the branch manager, XXXX XXXX. When I asked her for an explanation she immediately became hostile. In a condescending and aggressive tone, she told me that the {$5000.00} check did not meet XXXX Bank 's standards and that they had therefore deactivated my account and that they would hold on to the {$5000.00} for over a week. When I told her how ridiculous this was ( the check was from our XXXX XXXX account ) she became even more belligerent telling me in front of two tellers and a customer how much money I had in the account. When I asked to have my accounts closed she informed me that it did matter because I only had a few hundred dollars and that Citizen Bank would still hold our {$5000.00} even after I closed the account. When we called XXXX XXXX they were baffled. They informed my wife and I that XXXX XXXX was not " holding '' the check. Citizen Bank had cashed the check and debited our XXXX XXXX account. So, I closed my accounts at Citizen Bank. And- they now have our {$5000.00} to use however they choose for another week. The branch manager XXXX XXXX yelled my account balance inside the branch with a customer and two tellers in there. That is an invasion of privacy and they are still holding on to my {$5000.00}. We took the same check to a different bank and had no issues.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: CItizens Bank incident started XX/XX/23. Drove an hour to the nearest physical branch to deposit a US Treasury check around {$29000.00}. It's a government issued check so wanted to do it in person. Told I have to use their virtual assistant ATM. A bank employee assisted me however with using it, saw the check, and I deposited it in the system. The receipt said the check may require verification, that's fine, instead my account was locked, my card deactivated, and my funds- all of my funds including what I had in the account - being frozen from me. It is a government check! I am not looking to cash it, I am depositing it. They tell me it was in error however are holding all of my money XXXX and say it may be available in a week. I have bills to pay and have a daughter! I get holding the check funds until they are cleared- which according the the activity in the online banking portal they are cleared- but I still can't access any of the money I had in there before. I get paid tonight and I won't have access to that either! I've been on hold with them talking to supervisors and others and they admit it's problem and they even tell me i should switch banks, which I CANT until I have money to do so!
Company Response:
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2023 I received a letter from the bank, stating they deny that an unauthorized ATM withdrawal occurred twice in the amount of XXXX it happened in XXXX and then it happened in XXXX the one in XXXX I was actually sitting in front of the banker. He was actually looking at my account and I was asking him a bunch of questions on why the first one was disputed when I left I looked at my account and saw another XXXX was taken out in XXXX XXXX Nevada at the same ATM but the banker fail to even say anything to me about it, and I went back in, and its denied again I reside in the state of Pennsylvania, I just had my spine fused together. I have not been in XXXX XXXX for XXXX years and then I had a different bank so it has nothing to do with that. Also, theres a bunch of other charges that XXXX found they asked me for my IMEI number and XXXX went down a list and said this is not you this is not you you did not send this you did not send that all from the IMEI they were able to figure it out, but green dot who deals with XXXX Pay denied it so now I have to go to citizens Bank alone, filing this complain about and dispute. Are these transactions also this is the second time that Ive had a big issue with this bank the last time I received a letter from the chief of operations and they credited my account the {$3000.00} but it took them XXXX months and me complaining to different agencies I am fed up they still have yet to even change my bank account number. All they do is keep giving me new debit cards this is not acceptable.
Company Response:
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Citizens Bank credit card is still not calculating interest correctly. I submitted a previous CFPB complaint on this issue, which they only provided a partial explanation for. You can see on the attached statements that they have been charging " purchase interest '' every month when I have made no purchases.
Company Response:
State: NY
Zip: 14850
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a checking account with Citizens Bank one month ago. It was a huge mistake. About a week later I wanted to begin online banking on the Citizens website. I was informed that I could not engage in online banking and to call this number ( XXXX ). After waiting on hold for 30 minutes and being directed to multiple people I was still unable to initiate online bill pay or access my funds. I called the customer service number again and no one was able to resolve the problem. The next week I decided to open an account at another bank b/c I was unable to access my money at Citizens and then transfer my money to the new bank and close my Citizens account . I again had to call the Citizens customer service number to initiate a transfer b/c the website would not let me transfer my money to my new account. It took multiple people telling me that they could not resolve this issue until finally someone was able to approve and initiate the transfer. Unfortunately a day later I received an email telling me that the transfer was CANCELLED and that I would have to call the customer service line again. I am not able to get help from anyone at Citizens through this customer service number and I am unable to access my money.
Company Response:
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I filed a dispute on a transaction made in XX/XX/2023 with Citizens bank in the amount of {$620.00}. I paid for XXXX concert tickets and the tickets were invalid/fraudulent. Citizens bank has NOT provided me a provisional credit and it has been over 10 days from the date I filed a dispute!
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: When trying to find out when a balance transfer promo apr expired we found out that citizens credit card will not provide that information on your account details on the website or through the statements. This is important account information specific to interest rates that needs to be included on consumer statements.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Problem when making payments
Subissue:
Consumer Complaint: In XX/XX/XXXX I received notification that I had a 30-days late on my credit report from Citizens Bank . I called Citizens on XX/XX/XXXX and after speaking with a representative it was brought to my attention that Citizens Bank had an incorrect mailing address on my file and was sending statements to an incorrect address, they stated that it was likely an internal error from XXXX the alarm company as they do all their financing. I was informed by staff that they would update my address and clear my credit report of the 30 days late due to this error on their end. I was given a rep name and reference number ( XXXX XXXX on XX/XX/XXXX XXXX ). This correction never occurred. Today I received notification of another 30 days late added to my credit report from Citizens Bank. I called and spoke with a rep who informed me my account was almost 90days past due. I verified that my last payment was XX/XX/XXXX, and I informed the rep that during that last call in XXXX, I set up automatic payments. I asked the rep how could my account be behind when I signed up for automatic payments? She stated that she did not know, and I requested to speak with a manager. I waited on hold for 30 minutes and was told that a manager would call me back. I find it truly troubling that this company is allowed to make numerous errors in their system and penalize me by making incorrect reports to my credit.
Company Response:
State: CA
Zip: 95020
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Requested directly to Office of the Chairman to remove me from overdraft service which is a cost of XXXX XXXX/year plus transaction fees. I could not locate where this can be done on line. My account was still charged.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Tuesday XX/XX/XXXX and Wednesday XX/XX/XXXX my ATM debit card was not working so I went into the branch Wednesday XX/XX/XXXX to try to get another one. They decided that I should not come into any of their branches anymore and closed all access to my accounts in the computer and told me that they would send me my account balances via mail. They did not say when they would be sending it. Before they closed all access to my accounts on the computer I was able to get the last 4 numbers of the accounts and the balances. My account ending in XXXX has {$830.00}, my account ending in XXXX has {$100.00} and my account ending in XXXX has XXXX. I think it should be illegal for them to cut me off from my money and at the same time tell me not to come into their branches anymore. I was right there in the bank yesterday they should have cut me a check right then since they don't want me contacting them. I am afraid that I will not get my money from them because I do not have the full account numbers. The full account number does not show up on the computer I would have to search for it. But now I don't have any access to my accounts on the computer. I don't have any faith in them that they will send me my money in a timely manner because back on XX/XX/XXXX I sent them {$200.00} attempting to pay a credit card bill but I accidentally sent the {$200.00} to an account that I had with them that has been closed for about 9 or 10 years ago. So last week on XX/XX/XXXX, XXXX I went into the branch attempting to get my {$200.00} back and they said they don't know where it is and can not look for it because I don't have the full account number. I showed them my bank statement that showed I sent it to an account number ending in XXXX and my bill pay bank gave me a trace number so that they could trace what they did with the {$200.00} they sent them. The trace number for that {$200.00} payment is XXXX. They claim that the trace number does not help. They claim that the only thing that will help is for me to give them the complete account number. There is no way I can give that to them from 9 years ago. Don't think I ever really had it because everything is always the last 4. I really want my {$200.00} that is floating around there somewhere.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A