Date Received: 2017-04-11
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XX/XX/2017 shortly after XXXX I checked my citizens bank checking account. I noticed a charge in the amount of {$1200.00} as pending. Because I did not authorize such a transaction I called the Citizens Bank customer service which informed me that there was a debit card transaction for the said amount processed at XXXX on Monday XX/XX/2017. I told them that I did not authorize any such payment and that this was a fraudulent transaction and if they could please stop it. Customer service told me that they will not stop this fraudulent transaction, that the charges were initiated by XXXX, and if I wanted I could call the XXXX to stop the transaction but they did not have a phone number for XXXX. I then called the fraud prevention department of the Citizens Bank. The representative told me essentially that they will not stop the fraud, and I was welcome to file a complaint with police. I did no given my debit card number or in any way or shape authorized XXXX to charge my account. My card was always with me. It is very likely that XXXX illegally obtained my debit card number, its expiration date and security code either by breaching the security system of the Citizens ' bank but most likely obtained these information through a corrupt employee ( s ) of Citizens Bank. By refusing to stop this fraudulent transaction as it was happening, the Citizens Bank enabled the fraud.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2017-04-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I specifically opened an account to pay bills, light bill ( automated payments ) and a court settlement. When XXXX / XXXX misprocessed the payment and I reported the matter in person to XXXX at th Citizen 's bank branch, h failed in his duties to protect their account holder and process a fraud complaint. Also I understand that I may be held responsible for incorrect processing of a XXXX Payment from XX/XX/XXXX.
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2017-04-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-10
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Citizens One Banks wrongly clai ms my XXXX XXXX payment has changed from {$600.00} per month to {$650.00} .Last year i submitted auto debits for these higher payments but have since stopped them. I have ( STOP PAYMENT ) letters from the bank for each one auto debit indicating they ( both ) have been cancelled .The first dated XXXX for the {$600.00} the second dated X/XX/XXXX for the {$650.00} payment. My normal monthly contract payment show {$530.00}. On the Citizens One ( website only ) it now wrongly displays {$650.00} per month. On XXXX XXXX and XXXX XXXX it show the correct contract amount of {$530.00} XXXX .I did receive a letter from The Chairman XXXX XXXX ( XXXX ) indicating the payment has been updated but sadly my payments on line ( Citizens One ) still showing {$650.00}. When i made my {$530.00} payment it shows a balance of {$11.00}.
Company Response:
State: MD
Zip: 21212
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-08
Issue: Other
Subissue:
Consumer Complaint: Dear Citizens Bank I am making a formal complaint that you are reporting inaccurate credit information. Credit reporting laws ensure that bureaus report only 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. In my letter to the Citizens Bank I request physical proof of verification, while providing proof of my identity. I still have not been provided any documentation with merit alongside my signature attached. According to section 609 of the FCRA, the credit reporting agencies are REQUIRED to provide proof of verification, proof that the accounts belongs to me. If they are not able to provide this then they SHALL delete the accounts from my credit report. The guidelines provided by FCRA are clear. This shows that Citizens Bank is violating my rights under this law. I sent out a certified letters to Citizens Bank and have tracked delivery confirmation that they received my letter. I did not authorize anyone employed by this company to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ). This is a serious breach of my privacy rights. I am making this final goodwill gesture to allow you to correct your erroneous reporting. I am maintaining a careful record of my communications with you for the purpose of filing a complaint next with the Attorney General 's office, should you continue in your non-compliance. 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violations of the Fair Credit Reporting Act The following inquiries were without authorization, and for no legitimate business purposes. As such, it is a very serious error in reporting. Please delete this misleading information, and supply a corrected credit profile to all creditors XXXX, XXXX, XXXX. Appreciatively, XXXX
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2017-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-07
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: On XX/XX/XXXX my husband and I met with a MLO to discuss loan options and be pre-approved. We were given the option of a destination home mortgage, but at that time not given the exact requirements of maximum gross income to qualify. On XX/XX/XXXX, two days before closing on the home, we were told the loan was denied because of exceeding max income ( we had actually been denied on XX/XX/XXXX but not told ). If the information had been given to us we would have recognized we do not qualify. From this point we were given false information on our loan options moving forward including the amount we would pay out of our pocket at closing. The MLO dragged out from the begging of the process and yet again after denial, giving us information about a FHA loan. We were not told of a deadline to submit for another loan before the application became inactive and the process would start over again. Because of this deadline on XX/XX/XXXX the MLO submitted for a loan ( conventional LPMI loan ) which I had not consented for, when that morning I had in fact said we wanted the FHA loan. If the loan he submitted us for had been approved then we would be unable to pay out the loan. We then worked with the MLO 's manager since the MLO refused to " deal with us ''. The manager told us we are not the first people he has given false information to and that he submitted information on our loan incorrectly, the MLO " did n't do his job ''. In addition, we originally had difficulty signing the disclosures due to the MLO being unfamiliar with the online program yet the process proceeded. Also, poor communication skills of the MLO including incorrect grammar, spelling and incomplete sentences made it extremely difficult to have questions answered and understand the answers given. Once we worked with the manager, we resubmitted as a FHA 4.375 % interest with loaner credits due to the amount we need to bring to closing being much more than originally promised by the MLO, with the closing date of XX/XX/XXXX versus XX/XX/XXXX. In order to have the extension on the contract, our seller 's had to compensate their seller 's for their new house. Now we also have to hire mover 's instead of doing the job ourselves since we now need to move on weekdays we already are scheduled to work.
Company Response:
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-07
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I opened a business checking account at Citizens Bank when I started my small business about a year ago. I chose the " Clearly Better Business Checking '' account because it has has no minimum balance requirement and no monthly maintenance fee. In general it seemed like the best low-cost option to help get my business off the ground at a point in time where I 'm extremely vulnerable to any extra costs. When I opened the account I gave them all my standard information and my email address. Probably my phone number too. I did n't sign up for any extra services like overdraft protection and I went along with what the bank employee told me to do in order to open up the account. Because I 'm running an XXXX business my only expense up until this point has been a monthly {$20.00} charge from a XXXX company. When I opened up the account I initially put some money in and every few months or so I would log in and check my account to see if it needed more money to cover the XXXX. Fast forward to earlier this week. I logged into my account after not checking on it for a few months and I discovered I had {$120.00} in overdraft fees. I thought how in the world could this happen!? I did n't sign up for overdraft protection and I thought any charges would be denied if I did n't have sufficient funds. It turned out Citizens Bank allowed the charge to go through and my account was negative only XXXX or XXXX dollars. When I dug a little deeper I discovered what was really going on. When I opened the account I opted for paperless statements to avoid a fee if I remember correctly. I assumed that Citizens Bank would contact me via email, mail, phone, or text if something needed my attention. After going through obscure settings menus I discovered that all alerts had automatically been set to off! Citizens Bank was letting these overdraft fees rack up silently without telling me anything! As a XXXX, I know this did n't happen by accident. This is called a XXXX and Citizens Bank set all the alerts to off so it could squeeze even more money from consumers who do n't know any better and trust that banks would act honestly. I feel absolutely cheated. I sent them a message using their online banking interface and I have n't received a reply yet. I would simply ask that you persuade Citizens Bank to do the right thing and refund the fees. If I were notified, I would have immediately deposited more money and avoided the overdraft. I 'm a responsible banking customer and I have never overdrafted any account in my life. I would also like an explanation as to why my account was allowed to overdraft in the first place. Thank you.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I made a {$6000.00} deposit in to my account on XX/XX/2017. I explained to the lady behind the desk that I was desperate to get the funds available. She ran the check through a machine an told me it would be available on XX/XX/2017. I explained to her that I needed to be sure that it would be no later because I could drive to XXXX where the Bank is located from XXXX XXXX just as fast. She said that is all it would take. I made the deposit and on the receipt it even said that there was a hod on XXXX of the deposit till the XX/XX/2017. On XX/XX/XXXX I went to same branch to withdraw my money to pay my bills and the Teller told me that there has been an extended hold on the money till the XX/XX/XXXX. At that point it was before XXXX in the Central time zone that is where the bank was located that the check was drawn on. So I left the bank and returned around XXXX Eastern time zone which is XXXX Central Time Zone so the bank would be open and Citizens Bank could call and Verify the check had cleared. I meet with XXXX the Branch Manger and she called the branch the check was drawn on. Who ever answered the phone informed XXXX that they were not permitted to do that over the phone and she would have to call a different number and use a automated system. XXXX called someone over her head and they said that an Automated system would not work only a human can verify the check was good and there is nothing they could do for me. I asked if I could get the check back so I could drive XXXX miles and get my money from the bank the check was drawn on and they said no, it was too late for that. What I do n't get is Money electronically moves between bank at XXXX the same day, That was put in to place back in the XXXX 's. Citizens Bank received my money at XXXX on the XX/XX/XXXX, Why do they need a human to tell them it really happened? This is unacceptable. They are XXXX me. The world wants everyone to stop using cash and are forcing us to use everything electronic, this is why I have a problem with it, Had I deposited cash this would have never happened, had they not told me in writing that my money would be available on the XXXX this complaint would have never needed to be filed. XXXX XXXX
Company Response:
State: OH
Zip: 44131
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-05
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have had an account with citizen 's bank for over 20 years. I have direct deposit for my social security check scheduled for the XXXX Wednesday of every month and pension check deposited on the XXXX. Twice now, checks that were deposited in the back the day of the social security check came in was flagged for insufficient funds and I was charged {$35.00}. The money is on deposit at XXXX so I do not know why I was charged. There was money in the account to cover the check. Another time, I overdrew the account by {$2.00} and had {$400.00} in the same bank but I still was charged an additional {$35.00}. They " improved '' their web site and I had trouble navigating it and had reported my problem. ( I a XXXX years old ). They said I had to link the accounts yet, I could n't figure out how to do that. Lastly, after the last {$35.00} charge, I changed banks on XX/XX/2017. Even though my deposit was made on XX/XX/XXXX and there was plenty in the bank to cover the check that came in the same day, I was charged another {$35.00}. When I complained, they put an additional penalty of {$30.00} as a " service " charge and said I could not close out my account until the charges were paid.
Company Response:
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Transaction issue
Subissue:
Consumer Complaint: A payment was issue or authorized by myself, to be payed on XX/XX/2017, for XXXX dollars for a credit card payment to XXXX. Another advanced payment was authorized by myself on XX/XX/2017 to pay Citizens Bank Credit Card XXXX dollars. Citizens Bank took the XXXX dollar payment and payed themselves " citizens credit card '' on XX/XX/2017 and then failed to pay XXXX which then caused a " late-payment fee '' because of the delay. I have no trust in the Citizens bank because this is the second time this has happened and caused me fee 's. I need for the commission to investigate and catalog these actions by Citizens Bank because they have no remorse for their mistakes.
Company Response:
State: MA
Zip: 01109
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have a checking account with Citizens Bank. I recently called the bank to ascertain the balance in the account as I did not have online access and forgot the account number. Upon being granted online access through the customer service representative, I discovered the account had been debited {$65.00} ( {$10.00} the first month and {$5.00} per month for 12 months after being designated a " DORMANT ACCOUNT ''. While I understand a bank has the leeway to levy such fees, I disputed the fees with the Citizens Bank however because I learned the way they attempted to contact me about the DORMANT ACCOUNT was to send messages for me to the dormant account itself!!! If an account has been dormant, what makes the bank think that the account holder is accessing the account to read messages???? Seems to me if they have the account holders contact information, such as email and phone number, which would have been submitted when the account was opened, then the correct manner to reach said account holder with a designated dormant account would be through some other avenue other than the dorman account itself. The idiocy of their excuse for charging an account holder for a dormant account yet messaging them about the dormant account through the dormant account is beyond stupid.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No