Date Received: 2017-10-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX Overdraft fees @ $ XXXX. = XXXX / on an account i opened in XXXX XXXX. I have NEVER run a negative or NSF Balance at any time as noted electronically or on paper statements of my account. They said they would credit ( 7 ) of the overdrafts??? See my attached letter in support of my complaint. Thank You-
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2017-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Talked to XXXX XXXX/XXXX/XXXX Customer Service XXXX Spent XXXX hours at Branch at XXXX XXXX, XXXX NH XX/XX/XXXX, spoke to XXXX XXXX, Branch XXXX. He wrote the letter attached, and faxed all pertinent information to the mortgage department onXX/XX/XXXX Talked to XXXX, XXXX XXXX XXXX phone # XXXX on XX/XX/XXXXTalked to XXXX, XXXX Consumer XXXX, phone XXXX on XX/XX/XXXX Talked to XXXX XXXX, XXXX, phone XXXX on XX/XX/XXXX and again on XX/XX/XXXX when she conveniently passed the responsibility to XXXX of the XXXX XXXX, who is on vacation. I am the personal representative of my mother 's estate. I have a purchase and sales agreement for the sale of her house. The document in question dated XX/XX/XXXXwhich I have attached was paid in full in XX/XX/XXXX when Citizens Bank assigned the loan to XXXX Mortgage and did not discharge the loan.
Company Response:
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Citizens bank is reporting my loan XXXX days past due but my next payment due on their website is XXXX/XXXX/XXXX. My payments are current.
Company Response:
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2017-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-04
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I was assessed 3 overdraft fees totaling {$100.00} but never had a negative balance on my account. On XX/XX/XXXX my account began with a total balance of {$69.00}, I purchased gas at XXXX for {$40.00} which took my account to XXXX, I then purchased XXXX costing {$8.00} bring the total to {$21.00}, next {$15.00} was spent at XXXX leaving a total of {$6.00}. Later that evening I completed an online transfer of {$44.00} that brought the account to {$460.00} because an online transfer of {$410.00} I made the prior evening, Thursday XX/XX/XXXX, also posted on XX/XX/XXXX. The overdraft fees of {$100.00} left {$360.00}, {$2.00} XXXX made {$350.00}, XXXX XXXX {$11.00} took the account to {$340.00}, XXXX {$29.00} & {$17.00} made the total {$300.00}. These transactions per my statement never caused a negative balance on my account, but due to your overdraft fees my account continues to go into the negative. I have made a total of {$590.00} credits to my account since XX/XX/XXXX, the first online transfer of {$410.00} was made while my account was still in the positive before the transactions in question were made. The online transfer made on XX/XX/XXXX for {$57.00} made the account positive that night and then I woke up to a negative balance of {$19.00}, I then transferred {$43.00} bringing the account positive again at {$23.00} my wife made a purchase at XXXX for {$14.00} leaving me a total of XXXX. The inaccurate overdraft fees cause my account to be negative. I called customer service each time the account went negative but no one could explain how you apply overdraft fees to an account that does not go negative. Not to mention, I was told by different reps different transactions caused the overdraft. My next step in an attempt to get a solution was to go into a branch, upon speaking to the branch manager he understood and agreed that my account should not have any fees, he called into customer service and was given the same explanation they gave me. He ultimately said he would rebate the last overdraft I received of {$35.00} as a form of customer service. Even with him doing so my account is still negative {$26.00} but has a balance of {$8.00} which seems as if there is another overdraft fee that 's going to post to my account.
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2017-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-04
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: This is a followup to Complaint No. XXXX. This complaint is by no means CLOSED. XXXX XXXX XXXX 's response was to CFPB on XX/XX/XXXX and it contains several flaws enumerated below. She has since given me a telephone call and said renewal of my ATM card means I must return to the USA and reapply. It is not clear why. I would like to have those reasons in WRITING to show my attorney. Perhaps they have found some flaw to my character that should be revealed. The ATM card was given to me as an extra to my checking account. No application was required and I have held it for about 20 years. I still have a functioning Citizens checking account but I now fear it too might be in jeopardy for similar nebulous reasons. The US Embassy in XXXX has notarization facilities and the ATM reapplication could satisfactorily be done here and save a trip across the Pacific Ocean. XXXX XXXX did not respond to that suggestion. xxxxxxxxxxxxxxxxxxxxxxxxxxxxx. XXXX XXXX 's response is below : -- Note : XXXX XXXX : " We have attempted to reach you at XXXX but our attempt was unsuccessful. '' My telephone records unsuccessful attempts and there was nothing from Citizens before XX/XX/XXXX Her response talks of needing my personal telephone number. Well, now she has it but that is not enough. On XXXX XXXX XXXX I have tried a dozen times. I get to XXXX but they say operators are unavailable. I would like to add that Citizens is not equipped to handle a foreign account, They have no email. They can not be contacted by telephone on ( XXXX ) numbers and they are not allowed to make international calls. XXXX XXXX response : -- Company 's Response XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX RE : ATM Card Replacement Dear XXXX XXXX : We are writing in response to the complaint that was forwarded to our Office by the Consumer Financial Protection Bureau ( CFPB ). We understand that you have expressed concern with not receiving your replacement ATM card. Citizens Bank strives to meet the financial needs of its customers and provide them with superior customer service. We are sorry for the frustration you experienced as a result of not being able to order a replacement ATM card through your online banking profile. We could not process your online banking request for a new ATM card because a telephone number is not linked to your profile. This is also why a new ATM card was not automatically sent to you upon expiration of your existing card. Prior to sending a replacement ATM card, we need to verify you by telephone using a number presently linked to your Bank profile The telephone number you provided with you CFPB inquiry is not currently linked to your profile. Additionally, the secondary number you provided is international and our Contact Center representatives are unable to make outbound international calls. You indicated, in your complaint, that you are unable to call our customer service department at XXXX. In an effort to further assist you with this matter, we contacted XXXX XXXX XXXX who in turn reached out to you to assist you with placing the toll free call. Per the instructions you were provided from XXXX XXXX XXXX, you must dial the XXXX toll-free number XXXX, wait for the XXXX XXXX XXXX announcement/tone and then enter the Citizens Bank toll free number XXXX. It is our understanding that you conducted a successful test call and reached our Contact Center but that you did not proceed to verification at that time. It is our intention to assist you with your financial needs with receiving an ATM card. We have attempted to reach you at XXXX but our attempt was unsuccessful. Please understand that we take the security of our customers accounts seriously, and would need to speak with you directly and link a valid telephone number to your profile prior to ordering a replacement ATM card. We regret the inconvenience this matter has caused. We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond. Should you have any additional inquiries, please contact me directly at XXXX during my office hours of Monday through Friday from XXXX XXXX. until XXXX XXXX. Eastern Standard Time ( EST ). Respectfully, XXXX XXXX Office of the Chairman CC : Consumer Financial Protection Bureau ( CFPB ) CFPB Case Number : XXXX Please help, XXXX XXXX XXXX, XXXX XXXXXXXXXXXX Tel : XXXX Mobile : XXXX PS Resolution would be a return of my ATM card
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I filed for Chapter XXXX Bankruptcy in US Federal Bankruptcy Court in Maryland on XXXX/XXXX/XXXX which was ordered discharge on XXXX/XXXX/XXXX. Case Number # XXXX. I included a Private Co-signed Student Loan via Citizens Bank serviced by XXXX XXXX XXXX XXXX. Due to my income, hardship, and no employment and on public assistance with not ability to repay this loan its was allowed in the listed of debit and creditors of my chapter XXXX bankruptcy filing and discharged. Both Citizens Bank the loan holder and its servicer XXXX have been attempting to collect on a discharged debit ordered by the US Federal District Court for Bankruptcy in Maryland. They have contacted me several times by phone which I had inform them it was discharged in Chapter XXXX Bankruptcy. They being XXXX and Citizens Bank also attempted by mail to collect on this discharged debit I started to keep record and they on XXXX XXXX, XXXX ; XXXX XXXX, XXXX, XXXX XXXX, XXXX, and XXXX XXXX, XXXX to still attempt to collect on this debit. I have responded by mail and even demanded to cease the collection attempted and correct the collection and credit report records to XXXX and Citizens Bank on XXXX XXXX, XXXX by fax and US Mail to Citizen Bank and XXXX, and on XXXX XXXX, XXXX to XXXX again with their request form format. I then received a response from Citizen Banks by mail on XXXX XXXX, XXXX that they are ignoring a federal court discharge order and has stated that I still owe them the monies and need to repay and it was the Citizens Bank 's final decision on the matter.
Company Response:
State: MD
Zip: 21228
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Other service problem
Subissue:
Consumer Complaint: Citizens Bank has refused to transfer an investment account to another bank. They have put XXXX XXXX blocks, denied access, and altered documents to prevent me from withdrawing an investment account. They have igned my numerous requests and correspondence. I am XXXX for my uncle, and they refuse to acknowledge my authority to handle his account. They purposefully altered a notorized document to prevent me from making a transfer.
Company Response:
State: NJ
Zip: 08012
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I filed a claim with Citizen 's bank regarding a merchant overcharging me by over $ 100.oo on my credit card. I explained to Citizen 's back in XX/XX/XXXX that while on a cruise, the cruise ship overbilled my account as well as allowed my XXXX sister to make purchases to my stateroom without my permission, knowledge, or authorization. They did this without my card present either at the XXXX XXXX XXXX. I did NOT authorize my XXXX sister to use my account and the cruiseline has a duty and responsibility to verify any and ALL charges before charging something to someone 's room without their permission or knowledge. They also allowed her to charge to my other sister 's account. There were other unknown charges on my account as well. When I spoke with someone from guest services at the Cruiseline, they told me they could not help me and to dispute the charges. I spoke with Citizen 's and explained the situation. Recently, I received a letter from Citizen 's stating they verified the purchases and enclosed a computer generic receipt without a signature, no sales receipts attached, no copy of my license, or any other documentation stating I was aware of these additional charges or made them. I spoke with a woman from the claims department who told me I was a liar and that the cruiseline would n't have allowed my sister to make purchases without my card or my id, however, they did. She also refused to let me speak with a manager, would n't tell me her name and would n't verify whether or not she was a third-party or internal claims department with Citizen 's. Citizen 's is now threatening to deduct the full balance from my account without completing a thorough investigation to ensure these charges are mine according to XXXX rules and regulations.
Company Response:
State: NY
Zip: 14213
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: From what it looks like on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and XXXX/XXXX/XXXX there were accounts opened with XXXX XXXXk. I DID NOT open these accounts at all! I want this this is ruining my credit and how i can open up an account also it looks like someone opened up an account at citizens bank as well on XXXX/XXXX/XXXX I had my wallet stolen but I dont get how they opened my account like this! I have tried to talk to them and they wont do anything about it. I just keep getting bills to pay it. I am not paying anything that i dont owe!
Company Response:
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have tried unsuccessfully to contact Citizen 's Bank regarding my checking account # XXXX and do not have the ability to see on my end what is going on with my account i.e. how much money is in the account as I am waiting for credits for the multitude of continued fraudulent use of same. On XXXX XXXX, XXXX, I got a copy of my XXXX 's statement and the bank too out {$75.00} from my Pension for overdraft fees when I have not used nor had a card to use as it was closed by Citizen 's Bank because ( I was told ) I filed a Complaint of fraudulent!!! My XXXX is in the amount of {$2000.00} and I withdrew it 's entirety except leaving the change so as to enable the Bank to give me the credits they owe me!!! I only received {$1900.00} leaving the {$0.00} to keep the account open as aforementioned!!! Also money was stolen in XXXX - once on the XXXX Wednesday of the month in excess of {$400.00} and on last day of the month in excess of {$250.00} stolen from my account also stating for overdraft fees when, in fact, the Bank owes me money for cyber theft or some fraudulent amounts stolen as has been since I noticed on XXXX XXXX, XXXX.
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A