Date Received: 2017-02-21
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: It is understood that banks have overdraft fees, however I encountered an incident that is highly irrational and simply unconscionable. I am a XXXX employee who makes over {$250.00} a week and over a month ago, one week of my barely there paycheck went towards over draft fees. Over a long holiday weekend I made a couple of withdrawls, only after carefully balancing my checkbook to ensure that my available balance was able to cover the withdrawls. That Tuesday I checked my account, only to find to my horror that my account was in the negative for almost {$300.00}, charged XXXX over draft fee 's for purchases averaging less than {$10.00}. We immediately contacted Citizens Bank customer service, only for them to explain that because the larger withdrawls posted before the smaller purchases, resulted in my account being overdraft. The bank representative was empathetic and was not willing to remove none of the overdraft fee 's, not even XXXX. I escalated it to the supervisor and she was even less empathetic to the point of her being very condescending. She referred me to a local branch to try and get the fees reversed but this was nothing but an attempt to end the call because the branch representative referred me back to the corporate customer service, who referred me to them. There is something highly wrong when these banks, whom our tax dollars bailed out, show little sensitivity to its customers and is steadfast in its conviction to operate in a manner that lacks an ounce of humanity. It is clearly visible to the Citizens Bank how much is deposited in my bank account each week and to have not even XXXX of its employee express some level of compassion is still beside me. Every business is in it to turn a profit, but to think that Citizens Bank will go bankrupt for waiving these fees is unfeasible, what they in turn will lose are customers, because unlike its namesake, this is a bank that does NOT stand for the best interest of its citizens.
Company Response:
State: PA
Zip: 19150
Submitted Via: Web
Date Sent: 2017-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-20
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have a business and I got a XXXX to handle my credit card processing.I had a bank account at Citizens Bank.At the beginning of XXXX 2016, my credit card machine broke and I could no longer accept credit cards.I XXXX called XXXX on numerous occasionsonly to be given the run around.They continued to take money out of my bank account, I complained to Citizens Bank but they did nothing to help.I had to close my old account and open a new. XXXX is still trying to take money out of a closed account, even though I cancelled their service .They took money out of my account even though there was no credit card activity.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2017-02-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-17
Issue: Balance transfer fee
Subissue:
Consumer Complaint: Citizens Bank offered a zero percent balance transfer with no disclosure ( deceptive at best ) that they would charge interest on the balance transfer fee. Essentially skimming and charging interest in interest. This is borderline theft and I 've done balance transfers with others like XXXX, XXXX and XXXX and none has ever been so underhanded charging interest in balance transfer fees. ( charging interest on interest ). I was then told if I close the account they will damage my credit even though the card is up to date. I do n't appreciate intimidation factors to disuade me from standing up for my rights
Company Response:
State: MA
Zip: 01609
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Late fee
Subissue:
Consumer Complaint: In XX/XX/XXXX ( I 'm not sure of the exact date ) I received a letter from Citizens Bank saying I owed {$11.00} on a credit card I had canceled approximately a month earlier. I was told Citizens accepts charges on a canceled credit card for 30 days after cancellation. On XX/XX/XXXX I paid the charges ( facilitated by the bank branch manager who also said she overnighted it to the CC office. ) In XX/XX/XXXX I received a bill for {$1.00} with payment due on XX/XX/XXXX. I inquired ( with the same bank branch manager ) about the charge and she could not give me a satisfactory answer. She called Citizens CC number, spoke to a person who said I needed to pay the penalty. The reason : the {$11.00} payment was received on XX/XX/XXXX therefore incurring a charge of {$1.00}. Yet the bank check for {$11.00} was dated XX/XX/XXXX and I was told it was sent by overnight mail to the CC address. The Citizens branch manager handled all the details including calling the CC center to ensure that her actions addressed the issues both in XX/XX/XXXX and in XX/XX/XXXX. Questions were not answered : why the {$1.00} charge on a payment facilitated by a Citizens representative based on instructions from the Citizens CC person, why did I not receive any communication from Citizens until XX/XX/XXXX ( they said they sent monthly bills to my old address yet these said bills were never forwarded by the post office nor did the new homeowner bring us the bills - friends bought our house and they periodically hand deliver mail meant for us ). Also troubling, the branch manager at one point responded to the CC person, " I know we 're on the same team. '' I am troubled by a charge appearing almost 7 months after the CC was canceled and 6 months after I paid the remaining balance on the card per the exact instructions and facilitation by 7 the branch manager.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: my name is XXXX I a citizens bank customer for over XXXX years my cheking acct was over draft las week they charge me 35 dollars wish a unsdentand but 4 days later they charge me 30 dollars more they said because they said my account has no money \for a total or 65 dollars I call the magnager talk them I wasn agree to pay 65 is too much money the said is the bank law, I not agree to pay almost double the amount is not right n. I can use that money for gas or food thanks
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2017-02-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: My wife has a student loan and was a little behind. They call my number ( husband ) asking for her. When I ask who 's calling they first only give a first name. I press and they will say for a personal business matter. If I keep pressing they acknowledge they are calling from Citizens Bank on behalf of XXXX. They are now calling me twice a day, even though I already answered their first call today. I told them it 's too late to be calling, yet alone a second time in 1 day. He said they will call as late as XXXX.
Company Response:
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened a small business checking account with Citizens Bank two months ago, and deposited XXXX checks into this account exactly four business days ago, on Friday, XXXX XXXX, using their mobile deposit feature. When I completed the deposit, the confirmation said that I should expect to have access to these funds within XXXX4 business days. Today ( Tuesday, XXXX XXXX, 3 business days later ), I checked the account only to find that my XXXX deposits are now expected to clear on XXXX XXXX, a full 9 business days from the date I deposited them. As a small business, this is a ridiculously long time to wait for a relatively small amount of money to clear, so I called Citizens Bank customer service to see if they could do something to speed it up. The answer I got was that they were unable to contact the XXXX banks who issued the checks I deposited ( XXXX XXXX XXXX and XXXX Bank ) in order to clear the checks, and that the only way they could speed up the process was if I called these banks personally, obtained the direct phone numbers of the people who are responsible for clearing checks, and then called Citizens back to give them these phone numbers so they can call too and clear the checks. Unfortunately, I do not have the time to do this, and since I am a new customer for Citizens Bank and this is my first deposit, I can probably assume that this will be my experience with them in the future as well. At this point, thanks to Citizens Bank I can not use my funds for the next two weeks, which is causing significant difficulty in my business operations. I do n't know whether it is legal for them to hold my funds for such long periods of time ( 9 business days or more ), but this is not a practical solution for my business, so I will be closing my business account with Citizens as soon as I can, and finding another institution.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-14
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am a new XXXX in MA and my pay is low relative to the cost of living in MA so I actively manage my accounts to make sure i do n't have overdrafts. Recently, I discovered Citizens Bank has XXXX ledger accounts. XXXX for the public which has a delay in reporting over the weekend and another which is in real time, which is not available to the public. I had XXXX overdrafts according to Citizens bank. My online account shows i had money in my account but their ledger shows I did not. Whereas I do not make a lot of money, if feel that I am being targeted by this bank for unjust fees because I ca n't keep a large balance in my account. It is an unfair practice that my account is assessed fees and they keep a separate ledger to take advantage of people who do n't make lots of money and ca n't maintain large account balances. I called the bank to get my money back but was flatly refused. This is a deceptive practice to make money and the this practices needs to stop. The public should have access to the same info they use to track funds. Not only do n't I have access to this real time ledger I ca n't even dispute their claim. I have to rely on their information even though my information, provided by them, does n't show my account going into the red.
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2017-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: This morning I looked into my bank account to discover I was XXXX dollars overdrafted, and the reason for this was XXXX and XXXX rides. I contacted my bank representatives and was told by the man I spoke to that the reason this happened was because when the service is requested, the money is withdrawn immediately, but then at a later date it is cancelled, then ACTUALLY removed a few days later, so, when I thought I was being careful and making sure all my transactions were going through, they actually were n't. Yesterday I noticed the first overdraft fee ( XXXX dollars ) had been charged to my account and I was alright with that, figuring something like this had happened, but at XXXX dollars I realized something really needed to be done. I do not think I should have to be charged for things that I had been told I have already paid for.
Company Response:
State: PA
Zip: 15213
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-11
Issue: Balance transfer
Subissue:
Consumer Complaint: I applied for a credit card with Citizens Bank online in order to balance transfer a higher rate card which I indicated at application that I possibly wanted to transfer {$3000.00} ( not knowing the amount I would be approved for. I was informed obtained a {$6000.00} credit limit 2 weeks later. I accessed the account online and attempted to complete the transfer and it indicated that it would need to be completed by phone. I called and completed the transfer with a rep there for {$5500.00} who did not inform me there was another transfer pending. I received a letter on XX/XX/XXXX that indicated that the additional {$3000.00} transfer had been attempted but would not be able to be completed as it exceeded the credit limit. I did n't remember the {$3000.00} initially but thought that this was going to be resolved by the company 's fail-safe precautions to which the letter was informing. Later I had received a call from the credit card company indicating that both transfers had completed and I was over {$2500.00} over my credit limit. I indicated that I had not authorized the additional {$3000.00} and wanted it reversed. This rep apologized, indicated he would reverse the transfer and indicated it would all be corrected. A week later I got another call and an email from my credit protection company ( XXXX ) indicating that my score had dropped XXXX points as a result of me going over my limit. I talked to a rep who explained that the second transfer was a result of the amount requested prior to approval and indicated that the whole situation was my fault even though the rep that initiated the second transfer had not indicated there was a transfer pending, the letter indicate there should have been a fail-safe preventing the transfer and that the later rep said he could reverse the transfer. I indicated that I wanted to file a complaint and possibly take legal action and wanted all transcripts of the 3 earlier contacts by phone. He said that he could no longer speak to me due to this action but indicated that I would be contacted by their complaint department within 48 hours. Did not happen. Called back and again was told that I would be contacted. I since reversed the {$3000.00} from the credit card that received the transfer ( XXXX XXXX XXXX ) but per XXXX no change to my credit report has happened. That was 2 weeks ago. I want to file a formal complaint. I want my all XXXX repositories contacted and informed of the accurate balance and that the {$3000.00} transfer was a mistake by Citizens Bank and that my report should not be negatively affected by the balance exceeding the credit limit.
Company Response:
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2017-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No