Date Received: 2017-05-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Upon reconciling our main checking account on XX/XX/XXXX , it was notic ed that there was a banking error with a check. Also noticed was that our ATM checking account was being charged insufficient funds fees. The customer service representative looked back into the account and informed us that the account was being debited these fees since the inception of the account dating back to XX/XX/XXXX . We are enrolled in the Platinum account series. Quoted from their Personal Deposit Account Fees and Feature s Guide : How to avoid monthly maintenance fee - Waived with a {$25000.00} monthly combined deposit and investment balance across your linked accounts. - Certain accounts can not be linked but may be used for relationship pricing. The Monthly Maintenance Fee is waived upon request if you also have the following accounts with us or our affiliates with a {$25000.00} monthly combined balance across the Platinum Checking account and any of the following accounts : 1 ) certain out of state deposit accounts and 2 ) select investments. Our accounts fell within these rules and none of them should not have been charged any fees. We were asked why we did not notice this earlier to which we responded that we were of the understanding that our accounts should not be charged fees based on the above information. One of bank representatives asked us to submit a statement of hardship to help this request that nee ded to be elevated to the Regional Manager. On XX/XX/XXXX we were refunded directly to the account, {$150.00} ( six months back ) of the { $330.00} we were charged. We were also told that this was all we would be refunded and we were " lucky to get that amount. '' We were also told that it was " your fault for not keeping up with the account ''. Truth is we were keeping up with the accounts, just not the ATM account since we only kept a few hundred dollars in it at any time. Something else to note is that for the firs t two months that t he account was open, no fees were charged. The fees began to show in XX/XX/XXXX .
Company Response:
State: PA
Zip: 19008
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizen 's Bank did not perform their fiduciary duty by paying the full taxes on our XXXX home, so XXXX County in XXXX sent them back the checks, as they were not full payment. Citizen 's did not tell us. We found out by a neighbor who read our name and that the XX/XX/XXXX taxes were sold to someone as a lien. Now the second ( certificate ) will be sold next week. We keep trying to get this straightened out by the bank and getting nowhere. Following is most if not all of the information you may need : The following is a brief summary of the timeline for the above issue : XX/XX/XXXX XXXX : Received a call from our son who lives in the same community as the above address in XXXX , because he received a call from our neighbor that our house was in the paper, listed as having two years delinquent taxes. I told him we have an escrow account with Citizens Bank, but I would look into it the next day. XX/XX/XXXX XXXX XXXX : XXXX county tax site showed that our taxes were two years delinquent ( XX/XX/XXXX and XX/XX/XXXX ), and the XX/XX/XXXX was sold as a certificate to an outside investor. XX/XX/XXXX XXXX XXXX : XXXX ( owner ) called XXXX at Citizens Mortgage Department to notify her of the delinquency. She told XXXX it would take 15 Business days to look into the issue. She was told that we did not have 15 days before the next certificate would be sold. XXXX also acknowledged that {$6400.00} was sent to the XXXX County Tax Department on XX/XX/XXXX, but the check was sent back. It was the wrong amount. XX/XX/XXXX XXXX XXXX : XXXX called XXXX County tax Department to get further clarification on why the check was sent back to Citizens Bank. The tax agent said the check was for about {$2500.00} less than the actual tax and their policy is to send checks back if they are not the correct amount. She also told XXXX that the XX/XX/XXXX delinquent tax certificate was sold at a premium and the XX/XX/XXXX tax delinquency could be sold at any time. She recommended we pay the XX/XX/XXXX certificate of {$9100.00}. immediately, which is higher than the original amount. The XXXX county policy is to put property up for auction if three years taxes are delinquent and we already had two years. Also, if the XX/XX/XXXX tax certificate was sold it can not be bought back without paying a premium. We have been advised not to pay this, as federal law states, because it is the fault/mistake of the bank, they have to pay all expenses incurred. Besides, it was already in our escrow account. XX/XX/XXXX XXXX XXXX : XXXX Called Citizens again and spoke to XXXX who said the matter is being looked at and takes 15 days to investigate. XXXX told XXXX that we do not have 15 days before the second certificate would be sold before that time. XXXX told him that the whole problem was because Citizens has not paid our full taxes out of our escrow, but paying partial payments which were sent back by XXXX Co, as they do not accept partial payments. Our check was sent back without explanation. XXXX was obstinate and said only that thats our policy. XXXX told him that Citizens is responsible for all costs incurred by their mistake ( Federal law ). XXXX finally forwarded the call to XXXX in customer service. XX/XX/XXXX XXXX XXXX. XXXX told XXXX that she would get someone to expedite this. She also said she would send it to the chairmans department as an expedited complaint. XX/XX/XXXX, XXXX XXXX Message on our home answering machine from XXXX of the Office of the Chariman @ Citizens bank, who said she would be there till XXXX, Monday through Friday. XXXX XXXX. XXXX returned XXXX call at and left a message on her voice mail leaving her cell number and our office number and that XXXX would be there by XXXX or to call XXXX. About XXXX XXXX, XXXX called again, explaining that it was imperative to get back to us. XXXX XXXX : XXXX placed a third call to XXXX and left a message that he would be in his office until XXXX XXXX. ( XXXX ). He received no call as of XXXX XXXX. Weve called XXXX and left messages on her voice mail seven times between XX/XX/XXXX to XX/XX/XXXX and still have not heard from anyone. IMPORTANT POINTS : 1. Why werent we informed we had a problem with the tax account prior to XX/XX/XXXX? 2. Why did we have to hear this through a neighbor? As we are trying to set up a XXXX XXXX there, this issue can cause big problems, as our name was in the paper. 3. Had the neighbor not informed us of the delinquent taxes our home would be sold from under us. 4. How did Citizens Bank underestimate our taxes by over {$2500.00} per year? 5. By federal law, Citizens Bank has a fiduciary responsibility to calculate our escrow accurately and pay our taxes in a timely manner. They were told that they were short. 6. Citizens Bank is legally responsible for late fees and penalties for these taxes, however what are they going to do about the embarrassment and damage to our reputations by allowing this to happen and become public knowledge? XXXX is a XXXX XXXX XXXX XXXX in XXXX XXXX State. He has practiced for 40 years in XXXX XXXX State and has an excellent reputation. He obtained a XXXX XXXX XXXX in XX/XX/XXXX with the intent of XXXX XXXX XXXX XXXX or obtain part time work in XXXX. This is certainly going to cause harm for that possibility. XXXX is a XXXX XXXX who has worked since XX/XX/XXXX in that field and also has an excellent reputation. This will hurt any possibility of her opening a XXXX in XXXX. 7. We have obtained legal counsel who advised us to give Citizens a reasonable chance to rectify the issue. If this is not resolved in a fair and expeditious manner we are prepared to pursue legal action including damages, and report this to the Consumer Protection Financial Bureau. They know that a second certificate will be sold next week. 8. Addendum : XX/XX/XXXX : On XX/XX/XXXX our lawyer said that if we did not hear by the end of today, Friday, he will call Citizens Bank on Monday. This will incur more expense for us. Thank you for any helpp
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2017-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-19
Issue: Getting a loan
Subissue: Denied loan
Consumer Complaint: Tried to consign a student loan for my daughter on XXXX / XXXX / XXXX at XXXX and I was denied due to XXXX Report which said my SS was deceased. XXXX informed me t hat Citizens bank is the lender who said I was decided. Spoke to several representatives at citizens bank and it will not be repaired much sooner than 30days. A grievance was filed by the bank employee. This dealing w citizens bank occurred on XXXX / XXXX / XXXX . I am the only ci- borrower who can coding my daughters loan and there is a XXXX dollar late fee!! Tuition was due upon remittance which is now.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2017-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Citizens Bank Underwriter, XXXX XXXX , contacted the appraiser , XXXX XXXX XXXX , at her manager, XXXX XXXX 's direction, and asked him to change the appraisal after it was accepted and approved. Citizens Bank d enied the loan based on false information provided by th e appraiser and by incorrectly applying investor guidelines. A complete explanation is provided in the attached document " Citizens Bank Underwriters Choose Flexible Integrity. ''
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2017-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-18
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I decided to sublet an apartment through a post I saw on XXXX . The apartment was located at XXXX XXXX XXXX XXXX XXXX XXXX , MA. The contact who I spoke with was XXXX XXXX and his email was XXXX XXXX XXXX . I viewed the lease and needed to send a deposit of {$3000.00} to hold the apartment and to take it off of the market. I was given an account and routing number to send the money to. I went into the Citizens Bank branch located at XXXX XXXX XXXX , XXXX , MA on XXXX / XXXX / XXXX at approximately noon. I went in asking to speak with someone because I was wary of the situation. I wanted to see if sending a wire transfer was safe and what my rights were to receive this money back. I acknowledged that this was a XXXX posting. I spoke to the manager XXXX and he had me sit with a junior worker. I gave the representative the account number and then the routing number. He stated that the routing number did n't match to that of the account. As I did not have another routing number to give he proceeded to look and select one himself. He stat ed how it was odd that there were so many accounts in so many different states held by this holder. He assured me this was n't a fraud since he found a routing number that matched the account number. Meanwhile this citizen 's bank representative was unprofessional and made me feel uncomfortable throughout the whole process. I was alone and among other things he commented on how I am " all set '' due to the number of savings I have in my citizen 's bank account. He even said he knew one of my coworkers discussed alcohol and how he often gets drinks with my coworkers. As a young female I was n't comfortable with him serving me but went through with the transaction out of pressure. After leaving the office I felt that something about the transaction was not right. I immediately had reason to believe that the XXXX posting was fraudulent. I calle d Citizens ban k after hours on XXXX to notify them and see what I could do to get this money back and to cancel the wire. They said since it was XXXX or after business hours that there was nothing that they could do but to call the next day. I called the wire department the next day and they opened a claim but told me that it was too late. Ever since then I have been told many different things by citizens bank about what should or should n't have been done. Not many people at the bank seem to know how to handle an incident like this and I was skirted around many times. After contacting the manager in the branch he said that I should have contacted him sooner rather than the citizens bank wire department hotline and he said he was working with the fraud department. I was told by him that I will not have an answer about whether there are or are n't funds to be returned until XXXX . The receiving bank for the wire was XXXX XXXX XXXX XXXX . I am currently waiting to see if there are funds in the account or whether the account was liquidated. If it was liquidated I have been told that I will receive nothing in return.
Company Response:
State: MA
Zip: 01803
Submitted Via: Web
Date Sent: 2017-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Hello, When setting up my " One Deposit Checking '' account with Citizens Bank, I specifically opted out of " overdraft protection. '' However, I received two overdraft fees of {$35.00} each, so I contacted Citizens Bank but received no help from them. If I have opted out of overdraft protection, why am I receiving fees? They seem to be quick to tell me I ca n't be helped! Thanks a million for l ooking into this! Thanks, XXXX
Company Response:
State: TX
Zip: 78729
Submitted Via: Web
Date Sent: 2017-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I went to Citizens Bank to open up a HELOC. I was clear with the bank representative at the time that I just wanted to open up a HELOC and was already doing the rest of my banking at another bank. I did not want to open any additional accounts. The bank representative said he could do a few things to help reduce my interest rate, which included : 1. Opening a checking account 2. Opening a savings account 3. Making an initial withdrawal from my HELOC and then immediately depositing it back At the time I was hesitant as the bank representative did not seem completely knowledgable, as if they were new to the job. They proceeded to open the checking and savings account and then withdrew {$25000.00} and immediately depositing it back. I again reiterated that i do not want to do any banking with Citizens and said I was not going to use these accounts at all and did not want to pay any fees for these accounts. I am almost XXXX y ears old and have never paid a bank fee in my life. It is a fundamental concept for me to not pay any bank fees. The bank representative stated that the checking fee did have a monthly fee but that if I deposited {$1000.00} into the account it would meet the minimum to avoid the fee. So I reluctantly deposited the {$1000.00}. 4 years later, in XX/XX/XXXX , I received a letter that my account was overdrawn. I called the bank and they explained that I was assessed a {$20.00} fee per month for 4 years. I complained the bank and had series of frustrating interactions that had several inconsistencies, with bank representatives telling me one thing at the branch and another on the phone. I explained the situation and they ended up refunding me {$280.00} of the {$1000.00}. I have since closed all my accounts, including the HELOC. I feel that Citizens Bank opened fraudulent accounts that I did not want and mislead me with the description of the bank fees. This seems very similar to the XXXX XXXX incident where several accounts were opened for people to hit some sort of quota or bonus for the branch. Furthermore, the immediate withdrawal and deposit of {$25000.00} by the bank representative further shows some manipulative transactions.
Company Response:
State: MA
Zip: 02478
Submitted Via: Web
Date Sent: 2017-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-12
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I purchased a vehicle just over 6 years ago and shortly after setting up my auto loan, it was transferred to Citizens One Auto Finance. I set up an auto debit right away so I could directly pay my auto loan # XXXX . The payment was scheduled to come out of my XXXX XXXX XXXX checking account on the XX/XX/XXXX of every month, in the amount of {$550.00}. I knew my last payment was coming up a nd assumed everything was being handled and still being paid automatically until I received a letter dated XXXX / XXXX / XXXX telling me my loan was past due, to send a payment of XXXX , plus a late fee of {$27.00} immediately and for any questions I should contact the collections department at XXXX . I received the letter in the mail last Friday ( XXXX / XXXX / XXXX ) and called the number referenced right away. When I called the number the prompt was n't working and the message just kept replaying. I looked up the customer service number online and while the message was replaying on one phone, I dialed customer service from another phone and finally spoke to " XXXX '' aroun d XXXX XXXX . XXXX told me auto debit does not work for the last car payment, nor does the online payment option. If I paid by phone I would be charged {$20.00} and it 's not an option to waive that fee. I was never given an explanation as to why I was not provided a final bill or contacted any other way to inform me of the way I needed to pay my last payment. XXXX told me he would waive the late fee as I had never been late before and I needed to mail my payment to " XXXX XXXX XXXX XXXX , XXXX , RI XXXX ''. I put a check in the mail in the amount of {$560.00} ( a different amount from what was listed on the letter ) the next day ( XXXX / XXXX / XXXX ). Today, XXXX / XXXX / XXXX , I reviewed my bank account and the check still had not cleared. I called customer service again and this time spoke to XXXX around XXXX XXXX this morning. XXXX could not explain why my payment had not posted but warned me it could take as long as XXXX / XXXX / XXXX to post ( this is several days after the " 30 days past due '' date ) and she also could not articulate when my information would be sent to the credit bureaus. I asked to be transferred and she told me I needed to tell her exactly what department I needed to be transferred to or she could n't help. I then asked to speak to her boss and I was transferred to XXXX . XXXX said it would take 30 days before anything was transferred to the credit bureaus, she was n't sure why my payment would n't have auto debited, was n't sure why I could n't make my last payment online but nonetheless, offered to enter a case for research as my payment still had n't processed. Tonight when I got home from work I had another letter from the collections department, dated XXXX / XXXX / XXXX , stating my account was/is delinquent and if I do n't pay within 10 days of receiving this letter my information would be sent to the credit reporting agencies. My biggest concern at this time, is that the address on this letter ( Citizens One Auto Finance, Collections Department, XXXX XXXX XXXX , XXXX , RI XXXX ) is different than the address XXXX from customer service provided last week - where I sent my payment. At this point I have 6 days left to make a payment. I sent a check ( potentially to the wrong address ) 6 days ago and nothing has processed. I 'm being threatened that after making every single payment on time for six years, and even though I never received a final bill or disclosure on how to make a final payment, my information will be sent to the credit reporting agencies ( please note that my current credit score is over XXXX XXXX .
Company Response:
State: VA
Zip: 20105
Submitted Via: Web
Date Sent: 2017-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX XXXX , XXXX , my wife and I closed on a property purchased, with a mortgage approved by Citizens Bank. Up to that date, there was a line item of " adjustments and other credits '' of {$2500.00} for numerous documents we received from the bank since last XXXX . On XXXX XXXX , I noticed the {$2500.00} credit was removed, and I had to pay @ the closing the additional {$2500.00}. When I spoke to the representative that day who had worked with me since the application was submitted, he told me if I did n't pay the additional {$2500.00}, the loan could not be closed, and a new application would have to be submitted. On numerous dates following XXXX XXXX , I submitted documentation to Citizens and they never provided a satisfactory explanation of why I would not receive the credit adjustment. I was told such things " We thought you provided the seller {$2500.00} as a down payment '', " there was no record of a deposit made of {$2500.00} prior to the closing ''. The Citizens Bank mortgage representative knew there was never a deposit since we provided routinely all deposits made which were earmarked for the closing. I faxed documents to Citizens Bank in XXXX XXXX , and again in XXXX , XXXX Finally, another Citizens representative, who told me to fax all documents for their review, left me a voice mail on XXXX XXXX , XXXX in response to my fax on XXXX XXXX , XXXX @ my office saying that she was referring my complaint to the office of the Chairman, and I 'd receive a response with in 3 business days. I never did receive such a response. I am attaching documentation, sent previously to Citizens Bank which supports the costs and credits represented.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I made an atm deposit on Sunday XXXX XXXX for {$450.00}. {$100.00} cash and {$350.00} check. I also submitted credit card payments for processing on Monday XXXX XXXX . I was unaware that the deposited funds would not be available before the debit of the credit card payments came out of the Account. I was charged {$35.00} three separate times for a total of {$100.00} over draft fee which is outrageous. The account is always in good standing and never overdrawn.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A