Date Received: 2017-01-05
Issue: Advertising and marketing
Subissue:
Consumer Complaint: I am a Citizens Bank " Cash Back '' Credit Card holder. I pay my balance monthly, an investigation needs to be launch as to certain features of the Credit Card do not or are not recognized by the bank. Citizens needs to stop advertising the credit card as a " cash back '' credit card when they fail to give cash back as in comparison to a XXXX XXXX credit card/ cash back or a XXXX XXXX, ca sh back credit card. The features that they consider to offer the cash back allowance on, Gas, groceries, restaurants and types of entertaining, are not or do not meet their standards towards a cash back award. There fore they are not and should not advertise or engage in deceptive engagement of selling their credit card product as a " Cash Back '' instrument of the industry. This failure needs to be investigated and if found to be illigitament, they need to have their product removed and pay the amounts stated for they 're cash back programs. I also found that they created a monthly payment amount that was n't agreed upon by myself and without my knowledge, that created fees to my associated " checking account, '' from which they withdrew funds, again without my permission.
Company Response:
State: MA
Zip: 01109
Submitted Via: Web
Date Sent: 2017-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-03
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On Wednesday XX/XX/2016 around XXXX, I deposited a check worth {$2800.00} at citizens bank XXXX XXXX XXXX, XXXX XXXX. I deposited this check because i made an agreed transaction with someone from craigslist to purchase my car. On XX/XX/2016 after i deposited the check, i called the bank and asked when the check will be clear and they told me the check would clear XX/XX/2016, but to make sure my balance was labeled available balance and not current balance because there is a difference. On XX/XX/2016, I seen through my mobile banking and i called citizens, and Citizens confirmed the {$2800.00} check was available. Because of this, I believed the check was ok, and i could withdraw the funds of {$1900.00} and return the funds to the purchaser to pick up the car. When i went into the branch in XXXX, XXXX on XXXX XXXX XX/XX/2016 because I was concerned about the check, one of the Citizens bank consultants, after looking at my account, told me it was overdrawn by - {$1700.00}. This is an issue for me because i contacted the bank and they said i would have no problem. the second issue is that previously depositing checks through Citizens bank they have held the checks for at least two days to make sure that the funds are in the account to withdraw. I know this because Citizens explained this to me because I make online purchases. For an example, when purchasing an item online the bank will make sure the funds are in the account before withdrawing the funds to the company where you purchased the item, This was specifically explained to me, so i do n't understand why the same process and protocol did n't take place with the check worth {$2800.00}. Because of this fraudulent check from XXXX in XXXX, I have made a police report with the XXXX, XXXX police department report # XXXX, and the police officer I am working with is also working with XXXX in XXXX, XXXX XXXX XXXX XXXX for camera footage where the {$1900.00} was sent, and has contacted signature bank of the fraudulent check. With my account going $ XXXX, I have tried calling the bank so they can work with me in this situation. In the technical support department at Citizens has also relayed to me because I do n't have a fraudulent history with them they have the option of reimbursing me, but calling them back to back no one really knowing what my options are, all the representatives just kept saying I will be responsible and would have to pay all of the money back. So therefore they never sent me to anyone with a manager or higher title to tell me about my specific situation. This is very hard for me because i am the victim and i am also only a student. Doing my do diligence, I have came across that once the bank begins their fraud investigation and see that the situation was fraud they would reimburse me my money that I had in the bank before this situation happened, Which was {$620.00}. I believe the bank is not trying to charge the actual person responsible and wants to put this responsibility and obligation on me. Citizens bank has also told me i have less than 60 days to pay it, which is {$900.00} for the next two months, and this is what they consider working with me. This is the only protocol they have for anyone in this situation. It does n't matter age, income or police report. Citizens also told me they were going to give me a bad banking history for five years.
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2017-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-28
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 My Citizens Bank ATM/Debit card was refused twice - once at a store and once at a parking meter. I called the service number on the back of my card, was told by a service agent that the fraud department had put a hold on my card and was transferred to a fraud department service agent who painstakingly verified my identity before my cell phone call was disconnected. 2 hours later, from home, i called again on my landline, once again verified my identity through numerous numbers, and security questions before being transferred to the card fraud service department where an agent told me I would have to appear at a branch with a photo ID. When i asked why she said my account had been notated. When I asked ( politely ) why she said she could not add further details. I asked to speak to someone who could, was transferred to a XXXX who rudely and belligerently insisted a 'previous caller ' ( surely me ) could not establish his identity. This is untrue - I was the previous caller and I had satisfactorily established my identity. When I insisted my card be unblocked i was told I would be transferred to a manager XXXX I was put on hold for approximately 7 minutes at which time my call was dropped into an unnamed voice message system.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I applied for a personal loan with " Citizens One Personal Loan '', during the process I was never asked if I was US citizen or permanent resident, once the loan was " almost complete '', as I have an excellent credit score, they asked me for a copy of my social security number that clearly says " valid for work only '', after providing the document they denied the loan. When i call the bank and I asked for a copy of the application where I was asked to confirm that I was us permanent resident or US citizen they denied to send a copy, the bank mentioned that I accepted the terms of the application and that they will not provide a copy of the document. When I asked for the terms of the application over the phone, they read them over mentioning that they required " A valid Social Security Number '' as read from the application, when asked the bank representative to clarify where in the application " a valid social security number '' was explained, they said that there was not definition in the application for a " valid social security number '' and neither in the document but they understood it, when I asked why this was not requested to be clear during the process, there was not a clear answer. I requested them to remove the hard inquire due to this faulty process which they denied, when as asked for a copy of the application where I could see clearly that I choose any of the requirements " US Citizen or permanent resident '' they denied to provide a copy of the document or support.
Company Response:
State: CA
Zip: 94040
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-25
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XX/XX/2016, a set of loan payments was coming from XXXX to my bank account ( number XXXX ) at Citizens Bank, RBS. I knew that the loans are scheduled to be presented on the account on this day, for a total of {$1300.00}. On the morning of XXXX, I noticed the total payments from XXXX scheduled were greater than I previously expected. I discussed the matter with XXXX. On the morning of XX/XX/2016, the payments are still pending on my bank account, according to the lowest to highest ordering of payments all coming from XXXX. There was XXXX item for the amount of {$180.00} that would make my account negative for the amount of {$160.00}. I expected that the loan payment of XXXX would either paid or return and I would incur XXXX ( XXXX ) fee. I discussed the matter with XXXX and made a cash deposit for an amount of {$1300.00}. On XX/XX/2016, I logged on the account and noticed all loan payments from XXXX were posted on my bank account from an ordering of lowest to highest payment and my account was negative because of the last loan payment of {$180.00}, But Today, XX/XX/2016, I saw a complete reordering the payments, instead of charging one-time fee of {$35.00} for the highest loan payment of XXXX, Citizens Bank reordering the payment of XX/XX/2016, from highest to lowest and charged me seven ( 7 ) times of a fee XXXX for a total of {$240.00}. I called the Call Center ( XXXX ) to discuss the matter with a supervisor , named XXXX. I pointed that Overdraft Settlement Agreement in which Citizens Bank agreed to post transactions from lowest to highest. I also indicated that the disproportionality of charges of {$240.00} for an insufficient fund for the amount of XXXX. Citizens Bank could have returned the payment of XXXX and charged me a fee of {$35.00} and I would have to present the payment again. Instead, Citizens Bank looked at its best interests, not mine as a customer and charge a total fee of {$240.00}. This situation makes more difficulty my ability to bring my account positive and use my incoming direct deposit to pay other bills. I would greatly appreciate your assistance to this matter. Thank you, once again. XXXX
Company Response:
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2016-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I closed on the home equity line of credit with Branch Manger XXXX of Citizen Bank branch # XXXX NY XXXX early this year. She knew I have funds available in the account. She asked to borrow money in amount of {$100000.00} with interest paid upfront in amount of {$3300.00} for time sensitive need, required in 72hrs while the other lander is charging her {$10000.00} up front fee in addition to interest. She assured at the most it will take 30 days but on the safe side I will give you 90 days promissory note.I reluctantly agreed. She transferred the funds from my account right then on XX/XX/2016 and pass me the copy of interest calculation which was done on XXXX (? ), I had the sinking feeling then that it may just be the planned withdrawal of funds!! 30 days pass by, nothing happened. Promissory note given to me after repeated request but it had the different wording -- -no later than XX/XX/XXXX or upon the closing of the mortgage. That 's not what was mentioned to me at the time of transfer. XX/XX/XXXX passed by -- -- no funds came back to my account. i reported to regional manager, XXXX XXXX, he asked to see the point person, XXXX, the investigator, She promised to contact me as soon as possible but no contact came! Citizen Bank let go manager XXXX + XXXX ( person notarized the document and processed the transaction. Both knowing violated the bank-client relationship. No help from Citizen Bank to get funds back into my equity account, was bank money loaned to me, now I am responsible for the payment for next 15-30 years while the Manager, XXXX has the money with no certain date to return!!!
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I contacted Citizens Bank Of MA in regards to XXXX overdraft fees that were issued to my account that I would like waived, I check my account every day ( sometimes twice ; morning and XXXX ) and the transactions were not posted. ( Previously I was instructed if my account was ever to go into the negative as long as the money was transferred the same day then I would n't incur a fee. The next day when I checked my account and saw it was in the negative, I immediately transferred the necessary funds. After calling the bank and speaking to a supervisor, who told me that sometimes charges post overnight they still are not responsible to give me back the XXXX {$35.00} overdraft fees because the dates that is shown for the posted transactions and the next morning transfers are different. In addition, to the supervisor being very curt while indirectly admitting his bank post transactions after business hours which led to false overdraft charges that did n't post until 2 days later.
Company Response:
State: MA
Zip: 02126
Submitted Via: Web
Date Sent: 2016-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On or about XXXX XXXX, I purchased a XXXX tour from my travel agent, who has offices in XXXX and the United States. I live in the US. My travel agent charged my Citizens Bank debit card approx. {$5200.00}, for both my daughter 's and my own trip ( approx. {$2500.00} per person ). The trip was paid for in US dollars. I then received a charge from Citizens Bank for {$100.00} dollars. No one at the Bank wanted to tell me what it was for. At first they said it was a foreign currency exchange fee. I said no foreign currency was involved. I was put back on hold. Then they said it was a foreign ATM fee. I said no foreign ATM was involved. I was put back on hold again. Finally, they said it was because my travel agent was in XXXX and not the US when I paid for my trip, which is absolute nonsense. I received no value for my money, and Citizens Bank did absolutely nothing to earn it. It is simply a fee to charge a fee and gouge the consumer, and that is not right. When choosing a new bank, I suggest choosing a more ethical bank who truly cares about their customers and puts their interests first.
Company Response:
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-21
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On Saturday, XXXX/XXXX/16, I deposited {$1100.00} in cash with an in-person teller at a Citizens Bank branch. I had reason to believe that these funds would be immediately available, but the funds did not post to the account until Monday, XXXX/XXXX/16. In the interim, I made transactions as I believed there were funds available. However, even on Monday morning, transactions were made that resulted in overdraft fees, even though the cash had been deposited the preceding Saturday. I accrued three overdraft fees, one of which was immediately waived by a Citizens Bank customer service rep. However, upon speaking to a Citizens Bank customer service supervisor, he claimed that the uncleared check deposit of {$480.00} resulted in these overdrafts. I performed the math more than once, and it did n't add up. Even with the transaction of {$200.00} made on Sunday evening to XXXX XXXX, I had reason to believe that I had funds available to clear these charges on Monday. The supervisor refused to waive these two additional fees of {$35.00} each. I expressed my disappointment and felt that it was unjust to charge these fees when I was under the impression that the funds were available. It is my belief that the cash funds of {$1100.00} deposited on Saturday, XXXX/XXXX/2016 should have been immediately available rather than cleared mid-day Monday. It has always been my impression that cash funds that are deposited in-person with a bank teller were immediately available to me to cover any transactions that follow. This is poor practice on the part of Citizens Bank, and I wish that they would be more understanding and diplomatic in regards to their overdraft fees.
Company Response:
State: MA
Zip: 02130
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens bank again charged me over XXXX in bank fees due to the fact that my checking account was XXXX over draft,, i called them and told them i would put the money in today the supervisor laughed at me and said no way i even ask if they could help me for XXXX week i having a difficult time and i had agreed to XXXX fee to be fair he continued to laugh and said no way, are these banks very corrupt and have no sympathy for the US Citizen anymore i feel they pure extortionist this is very bad for the US Citizens we do not have very many choices have banks we can go to they are all being merged and at work it is very diffficult for our office to change direct deposit policies for security prevtions please help me with this matter thankyou XXXX XXXX
Company Response:
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2016-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No