Date Received: 2017-04-20
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On Saturday XXXX XXXX I used my debit card at a XXXX ATM machine and also mad a gas purchase and food purchase as well. This was the last time I seen my wallet and cards in my physical, I didnt realize until sunday night that I did not have my credentials and check my online banking and realized some fraud charges were made to the account that I did n't authorize. I file my claim with citizens bank and from the jumb they made me feel guilty because they said the account was a fairly new account, and now because of this i feel like im not getting proper results and customer service. I spoken to about XXXX different ppl and they have all told me different things, then I was informed when I went into the bank today that they have dismissed my claim. I know have XXXX different claims numbers because I reopened the claim ... ... ... I spoke with a lady named XXXX who is a a lead supervisor over a debit card claims debt, she has been very agressive and unprofessional to me, if you do your research and hear all the calls I have placed with citizens bank because they are all recorded these ppl are mean and rude, and really made me feel bad about having a new account with this bank.
Company Response:
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My bank withdrew money form my account without any notice, for an account that I had over 6 years ago, that I had closed in satisfactory status. when I closed my account, the teller did not inform me that the account would actually stay open for 6 days an the bank processed transactions that I was trying to stop which caused an overdraft, then made the account negative and when I attempted to close it again, they refused saying they will not close an account with a negative balance. but had they closed it when I originally requested, there would not be any overdraft or negative balance.
Company Response:
State: PA
Zip: 19119
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Dear Sir/Madam, This is the letter of complaint about a loan application through XXXX XXXX We applied for a loan at the end of XXXX to buy a condo unit in XXXX . Mortgage broker XXXX XXXX advised us to apply for the loan as a secondary home, and assured us from the beginning that our application will be approved. Trusting his assurance ; we paid initian fee and started the process. Projected closing date was the end of XXXX . We were asked for tremendous amount of paperwork and never given the guidance how to prepare it. We enrolled brokers ' supervisor but again without any support. We did not complete the process in time as our phone and emails/text messages never returned timely. Eventually, our application was denied and information was not given directly to us but to our real estate agent. The reason for the denial was that wrong type of loan was applied for. We were told that we should have applied for different type of loan from the beginning. With the fear of loosing our downpayment ; we ended up applying higher rate with higher points, which costed us XXXX $ extra money. If we were told the truth from the beginning and treated timely and professionally we would not go through this misery.
Company Response:
State: FL
Zip: 32607
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-17
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens bank allowed my bank account to continuously overdraft for weeks adding up to {$1000.00} in overdraft fees and return payments. When I spoke to a supervisor, He said the best he could do was refund me XXXX @ {$35.00} fee. When I asked for corporate numbers, he refused. I have had this account for 15 years and now Its overdrawn {$800.00} due to their {$1000.00} in fees. I will be seeking legal council but I hope someone will reach out and address this issue before having to do so.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2017-04-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-17
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: XX/XX/XXXX we had an engagement party on our daughter. I called Citizens Bank 2 days before to be sure my Mastercard credit card was all set to use. There was a {$60.00} balance on it. They told me it was all set. When we went to use it at the end of the party we were told it was declined. The whole situation was totally embarassing. On Monday i went into Citizens Bank in XXXX, RI. They reported the instance and assigned a case number. Months went by and no one got back to me. I called a couple of months ago and that call prompted them to look into it. They called it human error. Evidently, when I called to be sure the card was fine we got talking about a better card which may carry points. Well because of the conversation they closed my current credit card and reissued a new one which i received in the mail 10 days later. They never told me they were closing my present credit card. Also when I went into Citizens Bank on that Monday the representative there told me a person can carry as many as XXXX Citizens Bank credit cards. We have had a credit card with Citizens Bank since 1972. This is all recorded and they are calling it human error and for them that is the end of it. Well for me it is not ; we were totally embarrassed in front of the family members and new family members. Everyone new there was a problem with payment. You can explain all you want but you know they are looking at you saying " Yea Right. ''
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2017-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XX/XX/XXXX 2016 an employee had did a mobile app deposit of {$470.00} and cashed the check and withdrew it immediately. On XX/XX/XXXX 2016 the same employee took the physical check down to the check cashing place and cashed its again. As a employer we re held responsible for the check and had to pay the money back to the check cashing place. However, by law ( UCC/Holder in Due Course and Check 21 ), the Holder in Due Course who cashed the actual physical check is the one who is entitled to payment by the account holder. I have every legal right to demand that your bank recall the funds that were paid on the electronic presentment of your check to reclaim your lost funds. However, you are required by law to pay the Holder in Due Course for the physical check they cashed. Also under The key provision of the Check 21 Act is that it imposes a warranty and indemnity obligations upon a bank issuing a substitute check. A bank creating a substitute check assumes the risk that arises from the creation of multiple legally enforceable copies of the same item. The employee 's bank in the scenario above is deemed to have warranted to each subsequent handler of the check that it will not receive multiple presentments of the check such that it will be asked to make a payment based on a check that is already paid. The Check 21 Act specifically states : ... no depositary bank, drawee, drawer, or endorser will receive presentment or return of, or otherwise be charged for, the substitute check, the original check, or a paper or electronic version of the substitute check or original check such that the bank, drawee, or endorser has already paid. 12 U.S.C. 504 ... As an employer we were obligated to pay the money back plus fees, We want the bank to pay us back in full or we will file civil suit and file a complaint with the state attorney general.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2017-04-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I wanted to open a savings account with my bank that i have bank with sine XXXX of XXXX i was told that i was unable to open an account due to having an {$11.00} charge off. The representative from Citizens ban k stated he did not who it was due to however could transfer me to a different department who could give me more information. The representative transferred me XXXX . I spoke to XXXX at that number, at first he stated he did not see anything under my name and social security number that was showing being owed/ After i explained what the previous representative had stated to me XXXX was able to locate the {$11.00} charge off. He stated it was due to Citizens from an account i had from XXXX . He stated that it was pasted the statue and that Citizen had given up on trying to collect the balance. I asked XXXX as this 14 years old a nd pass statue to collect if i had any other options than to pay it so i could open up a savings account, XXXX did not answer my question. I feel i was forced to pay something that was pass statue to collect just so i would opening a savings account. If i had know about this outstanding amount before I would have paid it. I have been banking with Citizens since XXXX of XXXX and have always had the same account.
Company Response:
State: NH
Zip: 03867
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: We originated a mortgage with Citizens One Home Loans in XX/XX/XXXX. During the next year and a half, Citizens failed to pay our taxes from our escrow TWICE ( and the taxes were only due twice ). After each occurrence there were fees and penalties assessed that were eventually reimbursed to us by Citizens, this after lengthy and poor communications by the bank ( they were typically non-responsive ). After the second failure of Citizens to pay our taxes in a timely manner, we decided to take our business elsewhere and refinanced with another bank. Our county and school taxes were paid from escrow, and these bills were sent directly to Citizens, and only Citizens ( we do not receive a duplicate copy of the bill since Citizens is listed as the " bills to be sent to '' due to the escrow service ). At the conclusion of the mortgage with Citizens, the remaining balance of our escrow was paid to the county and school, however Citizens had received a tax bill that showed that over {$2300.00} was still due because the taxes had gone up. Only Citizens received the tax bill since they are listed as the payer. Instead of informing us that the tax bill had increased and there was a substantial shortfall, they simply paid what they had and closed the mortgage. After the XXXX separate incidents previously where our taxes went unpaid, we are unsure at this point if Citizens is acting out of either irresponsibility or malice. When we asked Citizens to look into this matter, they responded by mail that " your escrow account was scheduled to disburse an additional {$2300.00} in XX/XX/XXXX ; however, since your loan account was paid in full on XX/XX/XXXX, no disbursement was made. '' This is true, but, knowing there was a shortfall ( see their comment above ), and knowing that the tax bill went only to them, they neglected to say a word. This cost us an additional {$340.00} in fines and interest after our new bank investigated the escrow requirement. Citizen 's response was that they acted in accordance with applicable laws and would not reimburse this third incident of their unprofessional behavior. The letter from the " XXXX of the Chairman '' s representative, XXXX, provided his direct number and his office hours if we had additional questions. We had questions on the handling of the recognized shortfall, and left a message on XXXX ' voicemail, on which he said that " he will return our call within XXXX hours. Well, we called and left messages on XXXX separate days between XX/XX/XXXX and XX/XX/XXXX with no reply. There are no other contact numbers available for Citizens One Home Loans. The actions, or more specifically the inactions, of this bank have cost us substantial hours of research and repeated followup in all three of the incidents, and fines due to their remarkably unprofessional behavior. Ideally we would like your assistance in retrieving the additional {$340.00} Citizen 's malicious inaction cost us XXXX and I use that word deliberately based on their previous handling of our account ), but would like to at least go on record to point out the unprofessionalism demonstrated by Citizens One in the XXXX incidents. Thank you for your help!
Company Response:
State: PA
Zip: 15090
Submitted Via: Web
Date Sent: 2017-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-15
Issue: Unsolicited issuance of credit card
Subissue:
Consumer Complaint: In XX/XX/XXXX I opened a HELOC with Citizens Bank NA. As I went through the renovation process on my house, I ended up refinancing this HELOC several times, all with great dealings and interactions with Citizens Bank.I was on autopay and never ( even to date XX/XX/XXXX had a late payment on HELOC account. One day in XX/XX/XXXX, I received a letter in the mail stating that my account was 90 days past due! Highly confused, I called Citizens Goldmember Services, and stated that this was impossible, as I was on autopay. After some digging, I learned that during my original closing ( XX/XX/XXXX ), They had opened a second line of credit for me that I was unaware of. I assumed one of the papers slipped into the closing documents was an authorization form to open this, but it was never brought to my attention, and I have yet to see a copy of this form. After some further digging we discovered that one of my accounts has become overdrafted, and pulled from this second credit line. With no autopay in place, it was not payed back automatically. Further I was never contacted either by phone, nor by mail about this overdraft, until the 90 day late notice. I concluded this call by paying the late fees and balance, and setting up an autopay on this credit line, but I felt sick to my stomach as I had never in my life been 90 days late on any credit account. This has obviously had a huge impact on my XXXX. As I began preparing to purchase an investment property last fall ( XX/XX/XXXX ), I decided to call Citizens Bank. After several phone calls and several letters they have refused to acknowledge their poor business practices in the closing of the original HELOC, and they have also refused to notate or remove the derogatory 90 day indicator on my credit report. I want the CFPB to be away of this case, and would be happy to answer any questions or clarify any information.
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2017-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-13
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Hi, We are in the process of getting a mortgage from Citizens Bank. We submitted all paperwork and details the bank wanted 4 weeks prior to closing. We then were told we needed to submit a business XXXX which was submitted 4 times ( rejected 3 times due to handwritten info ) Mortgage lender did not tell us we could not hand write. Now we are on the XX/XX/XXXX and closing was supposed to be on the XX/XX/XXXX. We are now told that rates agreed on will not be honored because a disclosure document a different version of which has been sent 4 times had a clause on it for the XX/XX/XXXX. We have been asking the bank for past 3 weeks to tell us when they will finalize but no response. We also asked to speak to a supervisor but no response. Today they called me ( XX/XX/XXXX ) and said loan is not yet ready but we will lose the financing lock rate if the bank does not approve. The issue solely resides with the bank. Even after multiple communications a day to get the info they have not confirmed the closing date. They said we could provide you the closing letter sometime on the XX/XX/XXXX. How are we supposed to just know when that is and be ready to close. especially when it takes the lawyers time to prepare the closing documents from when the bank approves
Company Response:
State: MA
Zip: 02467
Submitted Via: Web
Date Sent: 2017-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No