Date Received: 2017-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Regarding : Customer Name : XXXX XXXX ; Checking Account Number : XXXX ; Bank : Citizens Bank NA On XX/XX/XXXX , 2017 Check XXXX was written payable to XXXX XXXX XXXX in the amount of {$200.00}. On the same day, that check was voided and check XXXX was written payable to XXXX XXXX in the amount of {$150.00}.
On XX/XX/XXXX , 2017, both checks were cashed, thus putting the account ending in XXXX into a negative balance. I had called Citizens Bank and spoke to their representative XXXX , who filed a fraud claim and reassured me that this would be resolved within 10 business days and that Citizens Banks would return my money to the account along with all the overdraft charges that resulted from their error. He noted that " Void '' was written clearly and legibly across the front of the check. He also told me multiple times that this was Citizens Bank 's error. The claim number I was given is XXXX . I followed up 8 business days later on XX/XX/XXXX . At that time, I was told it would take 8 weeks for Citizens Bank to refund me my money and that there was no way for them to expedite the process. They claimed that the fault was not theirs and that they had to verify that the check was indeed voided. I asked why this had to be verify as it was already on record that this check was voided, I received no answer. I called again on XX/XX/XXXX , 8 weeks after the voided check was cashed. I was told the claim was still open, but yet to be resolved. When I asked how much longer it would take, I received no answer. I have yet to receive the original {$200.00} back in my account, along with the {$70.00} in fees. On XX/XX/XXXX , I received a letter dated on XX/XX/XXXX , stating that Citizens Bank is not at fault, that this was a matter between myself and the payee. They refuse to refund me the money they withdrew without authorization in addition to the fees that resulted from the unauthorized withdrawal, thus going against their previous statements made on the record.Company Response:
State: MA
Zip: 02118
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My sister and I are beneficiaries on my grandmothers will. My grandmothers accounts were held at Citizens B ank in XXXX XXXX . The Branch Manager of th is branch XXXX XXXX XXXX transacted on my grandmothers accounts and helped the family even though she has married into the fa mily ( problem # 1 ). After my grandmothers passing, I was not informed of my beneficiary status u ntil XXXX XXXX 2015 which was two months after her passing. Once we were informed, we started asking about assets and were told that all accounts at Citizens were held jointly ( see attached letter ). After getting an attorney and finally receiving documents from the bank thru our respective attorney 's, my sister and I find this is not the whole truth. In fact their documents are contradictory ( see attached documentation, with notes ). T he letter from the Branch Manager states all accounts were joint three ways with each child of my grandmothers, when in fact the documentation from the office of the Chairman say they were joint just between two siblings. When you look further at the statements you will notice that one checking account does n't reflect a joint statuts until the XXXX XXXX 2015 state ment which was after my grandmothers death. In addition one the signature card of this particular account says updated fiduciary signature card which would detail that of a POA relationship, not joint. The signature of my grandmother is not genuine and looks significantly different than those on the original cards as well. With so many discrepancies, we have asked the bank to fully investigate the Branch Manager to find out what occurred with these accounts, and to put them back to their original status so that they are considered part of the estate. Please note when I a sked the Branch Manager ab out the letter she wrote, she told me twice that " it was her signature '' when asked if she typed it and if she wrote it on the date of XXXX XXXX 2015 . She did not lay claim to writing the letter. At this point I have only lies from this bank and contradictory information. The bank should legally have to investigate based on my complaint. The details they might not be able to explain to my sister and I, though they should be able to disclose their action and why there are discrepancies in their documentation. When I spoke to the office of the Chairman, specifically XXXX XXXX , she barely cared to take my concerns, and she cut me off telling me that I have no relationship to the account and she will disclose nothing. When I asked her to please hear me out and listen to all of the discrepancies we found in what she provided our attorney, she seemed uninterested. I asked what follow up I would have from her and she basically told me none because of my relationship to the accounts. I have every right to know what occurred on the accounts that to my recollection were not joint prior to my grandmothers death, and so those that benefited from those accounts, should have shared equally with my sister and I as we were all 1/4 ( my sister and I 1/8 ) equal beneficiaries. Citizens is hiding behind the titling of the accounts, and told me the only way for me to get resolution was to get a subpoena and to sue them. I will be also taking this action as my attorney is drafting the lawsuit as I write this. I ca n't believe this mismanagement and covering that this bank has taken part in, after being informed on two separate occasions of this fraud.
Please see all of the attached documentation that the bank provided which is in complete contradiction to the letter that was sent by the Branch Manager o f the XXXX branch. There is also supporting documentation of the joint status not showing up until after my grandmothers death based on statements.Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: It says length of time accounts have been established- I have/had very few late payments always paid everything in full. Number of accounts with delinquency- I 've only ever have/had XXXX bank accounts and never have I not paid.
Proportion of loan balance to loan amounts of is too high- The only loan I signed up for was through my bank and it was a credit builder but it 's done nothing but jack mine up and make it harder for me to get a card. And then lastly too many inquires- I 've only applied to a few.Company Response:
State: MI
Zip: 48185
Submitted Via: Web
Date Sent: 2017-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Summary : We went to Citizens ' Bank for a mortgage to buy our first home. The Mortgage Loan Officer initially promised us a 4 % mortgage rate. After we agreed to it, he later said the best he could get was a 4.125 % rate and that he would lock us in at that rate. After that, less than 4 weeks before the closing date, he said that he had not locked us in at 4.125 % and that he could only get us a 4.25 % rate.
This was a bait-and-switch, as he twice clearly promised us a lower rate only to re-neg on it as we got closer to the closing date of the home purchase. Chain of events ( all dates in 2017 ) : XX/XX/XXXX - My wife and I get a pre-approval from a Citizens ' Bank Mortgage Loan Officer ( MLO ) to make an offer to purchase a home. The pre-approval rate is 4.125 %, but the officer says he is sure he can get us 4 %. 3/6 - Our offer is accepted. XX/XX/XXXX - We send the MLO all requested documents to process the loan. XX/XX/XXXX - MLO calls and informs me that he could not get the 4 % rate he said he was sure he could get, and that he could get us a 4.125 % rate with some lender credits to make up some of the difference. We decide to continue with the mortgage process. XX/XX/XXXX - Bank sends us a letter stating that our rate will be 4.25 %. I emailed the MLO to ask what happened, as he had previously said he had locked us in at 4.125 %. He said that he had been unable to get the 4.125 % with my credit history ( which is excellent, my credit score is 750+ ). XX/XX/XXXX - MLO asked for my wife 's credit history to see if that would get us the lower rate. He later emailed saying that her credit history would definitely get us the 4.125 % mortgage. - This should n't have been necessary, as he told us that he had locked us at 4.125 % without my wife 's credit history, but we continued because the closing date ( XX/XX/XXXX ) was approaching soon and we did n't want to switch banks. XX/XX/XXXX - Over email, MLO again confirms that we would be getting the 4.125 % rate. XX/XX/XXXX - MLO asks me to change my wife 's status on our credit card from " Authorized '' to " Joint ''. XX/XX/XXXX - MLO asks for my wife 's XXXX and XXXX W2s. We provide them. XX/XX/XXXX - MLO emails and says that he was unable to get the 4.125 % rate that he had promised and that we would have to take a 4.25 % rate. The closing date was scheduled for XX/XX/XXXX , so this was just under 4 weeks before the closing date. After this, I complained to the branch manager, asked the seller to move the closing date back and began negotiating with other banks. Based on the above chain of events, I did not trust the Citizens MLO to accurately give me a loan rate, and we finished the mortgage with a different bank.Company Response:
State: MA
Zip: 02445
Submitted Via: Web
Date Sent: 2017-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I need your help in a resolution to my problem w ith RBS Citizens Bank referring to my 60 months automatically renewable term deposit account, which was matured on XX/XX/XXXX .
I have tried numerous times over the years contacting Citizens Bank to allocate where the money {$7800.00 } ( as of XX/XX/XXXX ) has gone to, but to no avail. I have received a RBS notification dated XX/XX/XXXX , stated that the named account was inactive and needed to be reactivated by my signed confirmation of the account by XX/XX/XXXX , which I signed and express posted the confirmation letter to Citizen bank on XX/XX/XXXX From XX/XX/XXXX , I have contacted Citizens Bank no less than 7 times in writing to request update on status of the account and asked advice, and got no reply at all. called XXXX Citizens Ban k on XX/XX/XXXX and received no helpful assistances : The first call, a person named XXXX hung up on me after I stated my case and requested account information ; and the second call a person named XXXX could not find this account and also hung up on me. checked on Massachusetts State Treasury Lost Money website every month and can not find my name on the list of accounts. This CD was originally opened more than 30 years ago, with a bank ( to XXXX XXXX , now Citizens Bank ) l ocated in XXXX XXXX , XXXX Massachusetts.Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-30
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXX XXXX Citizens Bank Account # XXXX Overdraft line of credit. Primary account has been charged off. It seems like late fees keep getting added on, but when I ask for statements I ca n't get them. The principal never gets paid off.
I contacted the company, and they said that since I do n't have an account with them, I ca n't get a statement from them.Company Response:
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2017-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: CITIZENSBK XXXX XXXX XXXX XXXX XXXX , CT XXXX ( XXXX ) XXXX XXXX / XXXX / XXXX This inquir y was performed under false pretenses as described in the clear language of the law. 15 USC 1681n ( a ) ( 1 ) ( B ) which states, in part, in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater. ''
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-29
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: The loan company refuses to accept my payments for pay off. They have terrible means of resolution advising I can either use the phone system or send a payment by mail and I do not wish to send because of security issues. Payment systems state my account number is invalid. I work at a bank in the loan industry and I know there limited service and means of payment are unexcusible. I called customer service and they stated that " it should be working '' I just want to pay off my loan and get my title however they reject all electronic payments from my large financial institution. They should be looked into for regulatory compliance.
Company Response:
State: FL
Zip: 32246
Submitted Via: Web
Date Sent: 2017-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Problem when making payments
Subissue:
Consumer Complaint: Boug ht XXXX XXXX at XXXX XXXX and financed them, I guess throug h Citizens Bank. Payments are hitting m y XXXX XXXX credit card monthly ( XXXX pa yments each month ). I have never received any statement, have no idea what the account number is, the balance, etc. I attempted to find the loans o n the Citizens website, ho wever I do n't have any account number. Attempted to call, they could not locate the loans. I have n't received anything on either of these loans ( no disclosures, statements ), the only thing I get is an auto email each month telling me that the payment is being processed. I have no idea what the rate is, the APR is, or the term is. Because I was never giv en disclosures with this information, I should not have to pay the loan.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2017-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I have a mortgage with Citizens One home loans and a checking account with Citizens Bank, a stipulation of obtaining the mortgage, from which the monthly payment is automatically deducted. On XX/XX/XXXX , Citizens One tried to pull the regular monthly payment from the account, but there were insufficient funds. On the online banking, there was actually a negative balance and I thought that the overdraft protection took care of it. Then, the funds were returned. Then they tried again. I transferred enough into the account to cover it on XX/XX/XXXX , but it took XXXX business days to clear, and Citizens One tried AGAIN on XX/XX/XXXX but they had n't arrived yet. My funds cleared on XX/XX/XXXX but Citizens stopped taking the payments and reported me lat e 30 da ys for XX/XX/XXXX and 60 d ays for XX/XX/XXXX . The funds sat there and the bank did nothing. The result has been devastating : My credit went from the high XXXX 's to XXXX . One creditor closed an account on me. I am now applying for a new m ortgage, and it is going to cost me tens of thousands of dollars more over the life of the loan because of this mistake. I have contacted Citizens One on a number of occasions. Their response is that they had sent me letters. I was not in New York from XX/XX/XXXX - XX/XX/XXXX so I did not receive their letters. They said they made phone calls. I did not receive any phone call from Citizens One . I asked why they did n't email me and they said they do not email. I asked why they did not take the funds from the account when they clearly saw them in there. One woman said they have " nothing to do with Citizens Bank. '' ( I was obligated to open this account when I got the mortgage, but then they have " nothing to do '' with Citizens Bank ). Today I spoke with XXXX XXXX at Citizens One and she maintained that she * can not * my credit report because " they payments were late. '' I agree, the payments were late, but *only because the bank did not collect the funds from the account. * Since the mortgage was opened in XX/XX/XXXX , the mortgage has been paid on auto-pay. You ca n't stop accepting payment and then tell me I am late! These marks are devastating to my credit score and history and completely unfair and untrue and do not paint an accurate picture of my creditworthiness. You can see by the attached Citizens Bank checking statement that they kept trying to take the funds and that I transferred the funds. All was well by the * XX/XX/XXXX of the month* and then it escalated to being late 30 days then 60 days! This is not an accurate picture of what happened.
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A