Date Received: 2023-09-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check for XXXX on XX/XX/XXXX seven day hold was placed, which is fine, funds are suppose to be available XX/XX/XXXX and now it's on hold until XX/XX/XXXX, how is that even possible? Not a foreign Check! Informing me they are closing my accounts with no details provided
Company Response:
State: MA
Zip: 014XX
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: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: Citizens mortgage bank wont give XXXX title a payoff statement they will give a number but they refuse to send the documents saying to XXXX we have to wait a week or more over and over I believe this to be illegal or at the least its wrong
Company Response:
State: AR
Zip: 72704
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: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Dear Sir or Madam, I'm writing this complaint about the mis-managment of Citizens mortgage escrow system. Citizens Bank oversees our home mortgage, and as part of their requirements, they insist on us maintaining a tax escrow account. This account is used to cover quarterly property tax payments on our behalf. However, their management of our escrow accounts has been inadequate, resulting in late payments and consequently accruing extra tax interest. Even worse, one tax payment they claimed to have made was never received by the XXXX XXXX government. We've been communicated with Citizens Bank and tried to get that " disappeared '' money back for seven months, but still no luck. The following is the timeline of all the events : ( XXXX ) On XX/XX/XXXX, the XXXX XXXX XXXX XXXX XXXX XXXX the bill for XXXX, and the strict due date is XX/XX/XXXX. ( ref : XXXX XXXX XXXX XXXX ) ( XXXX ) On XX/XX/XXXX and XX/XX/XXXX, the Tax office post additional {$460.00} and {$42.00} for late payment penalty. ( ref : XXXX XXXX XXXX XXXX ) ( XXXX ) On XX/XX/XXXX and XX/XX/XXXX, the two payments {$9600.00} and {$3000.00} were made by us ( not through the Citizens escrow account ) and our neighbor in order to stop the tax to further grow. ( ref : XXXX XXXX XXXX XXXX ) ( XXXX ) On XX/XX/XXXX, Citizens claims that they have just sent an payment of {$4500.00} to Tax Office of XXXX XXXX XXXX which is already more than 2 month late than the required date. And XXXX XXXX Tax Office did not receive this payment. ( See attachment " tax disbursement '' ) ( XXXX ) On XX/XX/XXXX, we first attempted to contact Citizens customer support, asking about the disappeared {$4500.00}. ( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) On XX/XX/XXXX, Citizens replied " Your tax bills are received electronically and paid in accordance with the guidelines set forth by XXXX XXXX Tax Collector. " On the same day, we asked they to provide evidence/receipt for that payment. ( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) On XX/XX/XXXX, Citizens sent us a paper showed that the tax disbursement was made to XXXX XXXX, but it was not a receipt from the government. ( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) In XXXX, we called XXXX XXXX XXXX XXXX XXXX XXXX and they confirmed no payment was received on their end. ( XXXX ) On XX/XX/XXXX, we went to XXXX XXXX XXXX XXXX XXXX, and the XXXX confirmed that they have not ever received such a payment. The XXXX also provided a physical copy showing no such payment. ( See attachment " physical receipt from government '' ) ( XXXX ) On XX/XX/XXXX the case was escalated to Citizens Bank XXXX XXXX of the XXXX. ( See attachment " conversation with Citizens on XX/XX/XXXX '' ) ( XXXX ) On XX/XX/XXXX, the XXXX XXXX XXXX XXXX insisted that they have made the {$4500.00} to the XXXX XXXX. And even in this letter, they made a mistake again. We lived in XXXX XXXX rather than XXXX XXXX. ( See attachment " response from Citizens chairman '' ) We are extremely upset about our experience, and would be highly appreciated if you could kindly help us!
Company Response:
State: NJ
Zip: 07306
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: I went to the dentist and they messed my tooth up so my grandmother sued them. We got compensated from the disaster. Now I went to deposit the check my Citizens Bank account, I looked in my app it said XXXX XXXX and couple days later my account was closed. I get a paper in the mail saying my account been adjusted to XXXX and the check was already XXXX. I need my money for my new XXXX with my new dentist.
Company Response:
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: In XXXX and XXXX of XXXX, mail was stolen from XXXX XXXX XXXX in XXXX, MA. Since the pandemic, it has become common for church members to mail offering to the church in the form of personal checks. Numerous checks were stolen including a check for {$1500.00} from me. We later discovered that XXXX XXXX allowed them to be deposited in an ATM without checking the ID of the person cashing them, without requiring an endorsement, and without ever verifying that the person cashing the checks was the person the checks were written to. The thefts were discovered and reported to police in XX/XX/XXXX. It is my understanding that the police have identified the suspects in the theft and a warrant has been issued for their arrest. I filed a claim with my bank, Citizens Bank, at that time. I have basically called them every couple of months since this time, and they are telling me that they have filed a claim with XXXX XXXX to return the funds to my account but that XXXX XXXX refuses to respond to them. Here are my two issues. XXXX. XXXX XXXX ( and other banks, as well ) engaged in an appalling lack of internal controls with respect to deposits of personal check into their ATM system. If you go in person to deposit a check the teller confirms the names the check to the name of the person or account receiving the money. The fact that this doesn't happen for ATM deposits is irresponsibility bordering on the criminal. Quite honestly, the hassle that myself and the church have had to go through because XXXX XXXX refuses to do its basic job deserves a gigantic fine and a restitution paid to XXXX XXXX XXXX for its time and effort correcting XXXX XXXX 's massive security failure. XXXX. Once the fraud was discovered, that money should have been returned immediately to the people who XXXX XXXX allowed to have money stolen from them. This shouldn't be multiple phone call and ultimately a complaint to the CFPB.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I opened a savings account with Citizens and deposited {$2000.00} from my XXXX account. Later the same day, I could not access my account and the customer service representative said they closed my account and the money will be returned in 2-3 business days. XXXX posted the transaction the next day so I know the money went through. It has been longer than 2-3 days and I still havent had my money returned back to my original XXXX account.
Company Response:
State: PA
Zip: 15213
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I schedule a payment monthly on the merchant 's website ( XXXX - utility company ) for my bill, and have done this for the last 10 years. I scheduled a one-time payment of {$210.00} to be paid on XX/XX/XXXX. As shown on my statement, this amount was deducted twice from my Citizen 's Bank checking account on XX/XX/XXXX. One of these payments was reflected in my XXXX account, the second payment that I did not authorize, did not reflect on my XXXX account and is still " missing '' to this day. - I contacted Citizen 's Bank on XX/XX/XXXX and they said they would resolve this. I saw my checking account was credited XXXX on XX/XX/XXXX and believed this issue was resolved. I later found out the payment that XXXX received was canceled and returned to me, so I still owe this to XXXX. The second payment is still missing. -I have been in contact with both XXXX and Citizen 's Bank for over four months with no resolution and filed a XXXX complaint against the bank with no resolution. -Citizen 's Bank said the second payment was sent to XXXX and they need to locate it, XXXX says they do not have a second payment. I am stuck in the middle. I did not authorize a second payment and I do not know why it was made. There is a mistake somewhere, but I am not an expert on ACH transactions and can not determine ( and shouldn't have to ) where the error occurred. -I authorized one payment, as I do every month ( and every month since ), however, Citizen 's Bank sent 2 payments on XX/XX/XXXX. I have spent countless hours on hold, on the phone, sending emails, gathering statements, etc. Although I believe some people want to help, It has been over four months without a resolution. -I can not say with absolute certainty that the error is on the bank 's end, and not the merchant XXXX , because I do not know exactly how these online transactions work on the back end. Citizen 's Bank made a second payment that was not authorized. This is an electronic transaction and I can not understand how it can not be traced and determined what exactly went wrong and where this money is. This should not be something the consumer has to spend countless hours working to figure out. I hope I can have some help in getting this issue resolved.
Company Response:
State: NJ
Zip: 08053
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Good afternoon, XXXX XXXX - requested forbearance from servicer XXXX Citizens N.A. ) under CARES Act. Spoke with XXXX. Repeatedly requested written confirmation. Citizens informed us they were only doing " verbal agreements '' at this time. XX/XX/XXXX - As a matter of practice, requested Annual Credit Report. Credit report indicated that we were in forbearance in XX/XX/XXXX, however, discovered errors, late payment reports and automated charges and payments from overdraft bank account used in connection with Mortgage beginning XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XX/XX/XXXX - Called Citizens to inform them of inquire and request information. Were informed by Citizens N.A. that this a banking issue ( Citizens Bank ) and they would not assist us further. XXXX XXXX Simultaneously received foreclosure summons and experienced a death in the family. After hours, days, weeks and working with federal housing counselors at XXXX XXXX, discovered the foreclosure summons was automatically triggered due to an internal employee error. Submitted case number inquiry to escalate case to the " XXXX '' with recommendation to call back in 2 days to check and that we would be contacted by chair. Recommended that we further explain the situation to the XXXX. ( We were not contacted by the XXXX XXXX XXXX' until XXXX XXXX XXXX XXXX XXXX - Forced to hire an attorney to help us succeed with any communication with Citizens N.A. Only after bringing in an attorney did we begin receiving paper statements again. The foreclosure summons was withdrawn and forbearance was reinstated. After resolving the crisis around not losing our house, I began investigating the automated overdraft charges and payments and attempted to gain clarification and submitted disputes to the credit bureaus. Credit bureaus informed me that I needed a statement, in writing from Citizens N.A. that we had been in forbearance in XXXX XXXX in order to correct and remove the late payment reports on credit report. Attempted to contact Citizens by phone several times both with and without a housing counselor advocate. Because wait times were so high, the housing advocate often had to end the call ( they have a 30 minute limit given the current demand ). Unsuccessful in attempts to contact Citizens. XXXX XXXX XXXX Made an appointment to visit a Citizens Bank branch in-person to gain clarification and resolve discrepancies. The branch manager, XXXX XXXX, tried to help but had to escalate the situation to the " XXXX XXXX' in order to access accounts and resolve issues. Given the proof of paperwork, records and articulation of the case, XXXX XXXX filed the case under " unfair and deceptive business practices '' and I was assured that the chairperson would resolve the discrepancies given the unfairness, refusal on the part of Citizens to send written agreements, lack of clarity, lack of communication with me regarding the accounts and overall neglect of basic standards of practice. I never received one alert or communication from Citizens regarding an overdraft, or a late payment and instead received emails stating that I had paid my mortgage and another email indicating that they owed me a {$2000.00} check - when I followed up on this, I was told that they ( Citizens ) did not and would not send me a check given the status of my account. My credit report to this date, XX/XX/XXXX, has not been corrected. I have received no written records or verification indicating our participation in forbearance under the CARES Act. On the statements I began receiving after enlisting the support of the attorney, they indicated that the account was delinquent beginning XXXX XXXX along with the incorrect information written " forbearance nongovernment '' even though our loans are with XXXX XXXX XXXX XXXX XXXX I have done everything within reasonable standards all the way to herculean, superhuman efforts to work in good faith with Citizens Bank and Citizens N.A. to resolve these errors without success and with innumerable obstacles. I am not sure what else to do and even question the legality of Citizen 's practices. Our, very understated and cXXXX XXXX went to far as to express how poorly we had been treated by Citizens and his never having faces such levels of incompetence in his entire career. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I agree with his sentiment in its entirety. Short of spending more funds, that we don't have, on attorney fees to resolve this blatant disregard for accepted business practices, I'm not sure where else to turn. Will you please help me? Respectfully yours,
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Good afternoon, XX/XX/XXXX - requested forbearance from servicer ( Citizens N.A. ) under CARES Act. Spoke with XXXX. Repeatedly requested written confirmation. Citizens informed us they were only doing " verbal agreements '' at this time. XXXX XXXX XXXX - As a matter of practice, requested Annual Credit Report. Credit report indicated that we were in forbearance in XXXX XXXX however, discovered errors, late payment reports and automated charges and payments from overdraft bank account used in connection with Mortgage beginning XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX - Called Citizens to inform them of inquire and request information. Were informed by Citizens N.A. that this a banking issue ( Citizens Bank ) and they would not assist us further. XX/XX/XXXX- Simultaneously received foreclosure summons and experienced a death in the family. After hours, days, weeks and working with federal housing counselors at XXXX XXXX, discovered the foreclosure summons was automatically triggered due to an internal employee error. Submitted case number inquiry to escalate case to the " Chair '' with recommendation to call back in 2 days to check and that we would be contacted by chair. Recommended that we further explain the situation to the Chair. ( We were not contacted by the " Chairperson '' until XX/XX/XXXX. ) XX/XX/XXXX - Forced to hire an attorney to help us succeed with any communication with Citizens N.A. Only after bringing in an attorney did we begin receiving paper statements again. The foreclosure summons was withdrawn and forbearance was reinstated. After resolving the crisis around not losing our house, I began investigating the automated overdraft charges and payments and attempted to gain clarification and submitted disputes to the credit bureaus. Credit bureaus informed me that I needed a statement, in writing from Citizens N.A. that we had been in forbearance in XX/XX/XXXX in order to correct and remove the late payment reports on credit report. Attempted to contact Citizens by phone several times both with and without a housing counselor advocate. Because wait times were so high, the housing advocate often had to end the call ( they have a 30 minute limit given the current demand ). Unsuccessful in attempts to contact Citizens. XX/XX/XXXX - Made an appointment to visit a Citizens Bank branch in-person to gain clarification and resolve discrepancies. The branch manager, XXXX XXXX, tried to help but had to escalate the situation to the " Chairperson '' in order to access accounts and resolve issues. Given the proof of paperwork, records and articulation of the case, XXXX XXXX filed the case under " unfair and deceptive business practices '' and I was assured that the chairperson would resolve the discrepancies given the unfairness, refusal on the part of Citizens to send written agreements, lack of clarity, lack of communication with me regarding the accounts and overall neglect of basic standards of practice. I never received one alert or communication from Citizens regarding an overdraft, or a late payment and instead received emails stating that I had paid my mortgage and another email indicating that they owed me a {$2000.00} check - when I followed up on this, I was told that they ( Citizens ) did not and would not send me a check given the status of my account. My credit report to this date, XXXX XXXX XXXX has not been corrected. I have received no written records or verification indicating our participation in forbearance under the CARES Act. On the statements I began receiving after enlisting the support of the attorney, they indicated that the account was delinquent beginning XXXX XXXX along with the incorrect information written " forbearance nongovernment '' even though our loans are with XXXX XXXX XXXX XXXX XXXX I have done everything within reasonable standards all the way to herculean, superhuman efforts to work in good faith with Citizens Bank and Citizens N.A. to resolve these errors without success and with innumerable obstacles. I am not sure what else to do and even question the legality of Citizen 's practices. Our, very understated and conservative attorney went to far as to express how poorly we had been treated by Citizens and his never having faces such levels of incompetence in his entire career. Having working in the public sector my entire adult life as a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in the United States, I agree with his sentiment in its entirety. Short of spending more funds, that we don't have, on attorney fees to resolve this blatant disregard for accepted business practices, I'm not sure where else to turn. Will you please help me? Respectfully yours,
Company Response:
State: CT
Zip: 067XX
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: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened this account online. I initially made 3 deposits, but the 3rd deposit was because I did not think the second one went through. Less than one week later I received a short letter saying my account was frozen and under review. I then tried to call and get information as to what was wrong. I have repeatedly told that they have no information to provide me with. I have called over and over and still my funds are being held with no resolution in sight. I have no other choice at this time but to file a complaint against this financial institution.
Company Response:
State: MI
Zip: 48203
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A