Date Received: 2023-09-21
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Applied for construction loan in XX/XX/2023. Submitted required paperwork. Was accepted. Now they will not close loan. Ive submitted XXXX XXXX documents, proof of retirement accounts ; 35 year work history ; and pay stubs ; only to be delayed for six months. To this present time. Close dates have been promised and cancelled.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: I received a notice from Citizens Bank on XXXX, stating I have an overdrawn account. The notice is dated for XXXX. I went to the closest Citizens branch and they printed out all the bank statements, since the account was opened on XXXX. I contacted the Citizens customer Support and they are investigating and I was I instructed to file with you for identity theft.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX funds for my CD which matured were not received by the external bank account but the fund for my husband 's CD were received that day. We had purchased matching CDs on the same day for the same amount ( {$15000.00} ), maturing on the same day ( XX/XX/XXXX ). The XXXX CDs were both linked to the same external bank account. I called Citizens Access ( CA ) to report the problem. XX/XX/XXXX CA states funds for my CD were transferred & provided the trace number. I went to my external bank & they reported the trace number and funds were not received by my account. I call CA back with this information. XX/XX/XXXX CA manager instructs me to open an online savings account so they can deposit provisional funds ( {$15000.00} ) during their investigation. XX/XX/XXXX provisional funds received in my CA online savings account. XX/XX/XXXX CA manager instructs me on how to withdraw the provisional funds XX/XX/XXXX I received email from CA stating the savings account is closed & I confirmed there was now a {$0.00} balance in the provisional savings account. XX/XX/XXXX XXXX CA manager calls to inform me that CA investigation is complete with a conclusion the funds were deposited to my external bank account. I again provide external bank findings that the trace number and funds never received. At this time, it is clear that CA never looked into the fact that XXXX CD matured that day & funds from only XXXX CD was received. They never looked into the details of both transactions and came to their faulty conclusion based on an incomplete investigation. They continue to hold my funds with no commitment as to when the funds will be released. We are now back to where we started on XX/XX/XXXX.
Company Response:
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: I hope this message finds you well. I am writing to seek assistance regarding a concerning situation I have encountered with Citizens Bank in relation to the closure of my Home Equity Line of Credit ( HELOC ). On XX/XX/, I successfully closed my HELOC account with Citizens Bank, following the bank 's assurance that I would promptly receive a written confirmation of the loan closure, including the removal of the lien from my property. However, despite their initial commitment, I regret to inform you that nearly three weeks have passed, and I am yet to receive the promised confirmation letter. I have diligently followed up on this matter by making repeated calls to Citizens Bank, but regrettably, I have consistently received the same response from their representatives, which is, " You'll be receiving that letter soon. '' This delay has caused me significant distress as it jeopardizes my ability to close an HELOC application with another financial institution, and my deadline to finalize this transaction is swiftly approaching on XXXX XXXX XXXX Failing to meet this deadline would result in the rejection of the loan application. Considering the urgency of this situation and the potential financial consequences it may entail, I kindly request your intervention and assistance in expediting the process of obtaining the closure confirmation letter from Citizens Bank. Your prompt attention to this matter would be greatly appreciated, as it is essential for me to secure the required documentation without further delay. Please do not hesitate to reach out to me should you require any additional information or documentation to assist in resolving this issue effectively. I am grateful for your support in this matter and trust that your intervention will help bring about a swift resolution. Thank you for your time and consideration.
Company Response:
State: OH
Zip: 44067
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I am a XXXX MA resident who has had a CItizens bank account for nearly XXXX years. XXXX weeks ago, I was robbed of my phone and had my identity stolen as the XXXX was able to bypass my iphone security and get past all my security credentials. My citizens bank account was connected to a peer to peer service where the XXXX was able to withdraw all the money in my checking account at Citizens through this app and the bank let it happen without any freezes place on my account. I reported to this the police and have an active investigation ongoing. I reported these fraudulent transactions to Citizens bank right away. I gave them the police report number and offered witnesses contact information who saw this happen and were with me around the time of the incident. I stayed in contact with the bank the whole time and was very cooperative. They kept telling me the investigation was ongoing and they would reach out to me. After multiple days, dozens of calls with their representatives and multiple branch employees, I was told flat out my claim was denied with no other information. The representative kept telling me still that the fraud department would call back and write back to me even though none of those things have happened so far. Date of fraud - XX/XX/2023. Amount taken- Nearly {$7300.00}. Police report is attached below.
Company Response:
State: MA
Zip: 02116
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: 2023-09-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Under the Fair Credit Reporting Act ( 15 USC 1681 ), it is essential to ensure that consumer reporting agencies act with fairness, impartiality, and respect for consumers ' privacy. XXXX and XXXX are such agencies, and as a consumer, you have the right to safeguard your private information, as reinforced by 15 USC 6801, which emphasizes the Congress 's policy for financial institutions to protect customer privacy and data security. Moreover, any financial institution, including " Furnisher of information to credit agencies, '' falls under this definition. According to 15 USC 1681 section 604 ( a ) ( 2 ), consumer reporting agencies can only furnish your consumer report if you provide written instructions to do so. XXXX, XXXX, and the financial institution ( Furnisher of information to credit agencies ) do not possess your consent or written authorization to share this information. In addition, 15 USC 6802 ( b ) ( c ) mandates that financial institutions can not disclose nonpublic personal information to nonaffiliated third parties without informing consumers of their right to prevent such disclosure. However, ( Furnisher of information to credit agencies ) did not inform you of this right. Furthermore, 15 USC 1681c ( a ) ( 5 ) prohibits consumer reporting agencies from including adverse information in your report without authorization, except for certain criminal convictions older than seven years. The account they are reporting without your permission violates this law. Additionally, 15 U.S. Code 1681s2 ( A ) ( 1 ) ( A ) states that no one should provide inaccurate information to consumer reporting agencies knowingly or with reasonable cause to believe it's inaccurate. XXXX and XXXX might be in violation here. Lastly, 15 U.S. Code 1681e mandates that consumer reporting agencies must maintain procedures to avoid violations of section 1681c and limit the distribution of consumer reports to authorized purposes, as specified in section 1681b. XXXX and XXXX 's procedures may not be in compliance. Finally, 12 CFR 1016.7 states that consumers have the right to opt out of reporting services at any time. Therefore, you are choosing to opt out of their reporting services.
Company Response:
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/XXXX I reported an unauthorized purchase to XXXX in XXXX for {$310.00} made on XX/XX/XXXX. I called to make certain that the emergency XXXX day restoration of those funds were provided as promised in the call to Citizens Bank. Yesterday, during a subsequent discussion with Citizens, although each day funds are added to avoid overdraft fees, the bank wouldn't verify the emergency restoration promise, despite several attempts to stop the draining of my account. I can't possibly replace the large amount to avoid further problems with my account, and wonder how to possibly move forward without overdraft fees beginning today. Please advise.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Case # XXXX This case was filed over a month ago and all requested paperwork was sent and received. There has been no action taken by citizens bank to transfer the funds to the estate trust account provided by the estate attorney. Also no one has provided any information regarding this matter. No return phone calls or email responses.
Company Response:
State: AZ
Zip: 85747
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Since I opened this checking account on XX/XX/ at XXXX XXXX XXXX XXXX branch in XXXX with XXXX XXXX I not being abble to enroll in online banking, I been sending several emails to the representative without any answer and also called customer service several times without a solution. The last time I was requested to send a W8 form so they can assign a " SSN '' to enroll in online banking. Im not US resident so I dont have SSN.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hello, I used my debit card for a transaction XX/XX/ as you can see below the transaction in question through my bank. XX/XX/18 XXXX XXXX XXXX XXXX PURCHASE XXXX /XX/XX/XXXX XXXX CA As you can also see that this was a debit card transaction and the transaction was done through my bank which is why the transaction is showing on my bank statement. Unfortunately the seller completely ghosted me and did not give me what I was paid for and actually blocked me. I reached out to him and the authorities as well as all proper channels and I was told to go to my bank since the transaction was made through my bank. I signed up with citizens bank because their debit cards come with zero liability coverage. Below is a statement provided directly from their website. At Citizens, we understand that you want peace of mind when you bank and shop online. Our Debit Card comes with Zero Liability coverage - this means if your debit card number is fraudulently used to make a purchase, you won't be responsible for that transaction. With our 24/7 fraud monitoring and alerts at Citizens, we make every attempt to prevent that from ever happening. Citizens ' debit cards are the simple and secure way to pay for any of your purchases. Now fraud would be defined as wrongful or criminal deception intended to result in financial or personal gain. So clearly my bank account being charged for {$1500.00} for something I did not receive would be criminal deception intended to result in financial gain. Citizens bank refuses to honor their word or view my claim. Whenever I would offer to send them proof or the messages with me and the seller they would decline my help and just chose to decline my claim. Their only response is to put the blame on XX/XX/XXXX but my transaction was not done throughXX/XX/XXXXit was done through my bank which is why the transaction shows on my citizens bank statement. They refuse to help me and I am met with consistent lies and denies. They refuse to honor their word of the debit card zero liability coverage and I feel as if I am the victim of fraud with citizens bank because of their false advertisement.
Company Response:
State: MI
Zip: 48228
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A