Date Received: 2024-01-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check from Md prepaid XXXX that was made out to my daughter. When I called prepaid plan to have a check distributed for her freshman semester they said that since I had moved I could wait the 30 days for them to update my address or mail the check in my daughters name right away. When it was received, she signed it and I then deposited it into my Citizens Access online account in XX/XX/XXXX. They cashed the check 11 days later. It wasn't until XXXX that I realized that the check had a stop payment which wouldn't be cleared until XXXX of XXXX. I also wasn't able to transfer funds out of the account. When I called citizens they said that it was because the check was made out to XXXX and that I would need to add her as a joint account owner, then it would be unfrozen and I wouldn't be able to use the account but could them close it. It was a XXXX who I spoke with who was supposed to call me back XXXX days later to see if there was anything else that I could do. I never received a call back but when I called again there was a message that the XXXX had put in saying there was nothing else to do but add her as a joint account holder. I attempted to do this on XX/XX/XXXX but got a message that I couldn't. I called access on XX/XX/XXXX and was told that it could be a false positive, something about her social? XXXX affiliated with the treasury department. I called again on XX/XX/XXXX and was told that I needed to have my daughter call. She did but they said they couldn't do anything because she has no credit!?! Why would an XXXX XXXX XXXX need credit or anyone to be a joint savings account holder. I called again on XX/XX/XXXX and was told that the XXXX gave me incorrect information and that they'd look into the situation. XXXX XXXX is person told me that I might have to call MD prepaid to have them request the check back. I called access again today XX/XX/XXXX to be told that this is being looked into to. I called MD prepaid prior to this and was told that they can't request the check back since it was deposited XX/XX/XXXX and cashed 11 days later. I am anxiously awaiting a resolution to this as the bank has unfairly frozen my account and I fear they will steal my money! I haven't hired a lawyer yet but if this isn't resolved in XXXX days, that will be my next step. I hope you can help as this is absurd. Thank you.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: on XXXX i deposited a check for XXXX dollars they immediately put my account on freeze and funds on hold and did not say why! i received an email saying the funds would be available on XXXX on XXXX i received an email stating that my funds were put on hold for another 90 days! this is unacceptable! I am now late on rent and might get evicted! the lady that wrote the check was going to write another one but when she called the bank said the check had already been cashed! I dont understand this?! why cant i just close the account and cancel the deposit? why cant anyone tell me more information?! i also did not relize that i was signing up for an online only bank and also would not recieve a debit card! this bank ( citizens ) should be shut down for doing this! i am not the only one that this has happened to!
Company Response:
State: PA
Zip: 162XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: There is a company that showed up on my credit report as a line of credit. It says i was paying {$40.00} a month but is now delinquent. I never opened this line of credit, looking at my bank statements I never made monthly payments in the amount of {$40.00} to anyone. I had a XXXX XXXX of over XXXX now its XXXX. The company name is XXXX. There is a name, XXXX XXXX and a phone number of XXXX. I called the number numerous times, no one answers and the mailbox is full. How can I fix this problem when I cant get a hold of the company to find out what this is and how to fix it?
Company Response:
State: TX
Zip: 785XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the XXXX of XXXX, XXXX in the evening, I deposited 6 checks into my Citizens bank account at the Citizens Bank ATM in XXXX XXXX, XXXX. Massachusetts. I deposited 1 similar check also that evening into my Citizens Bank Business Account. The checks were all put on hold but after the next day, the check i deposited in my Business Account was cleared, while the 6 checks in my personal Account was still on hold..after a week, I called the check owners to confirm if the checks have been cleared from their respective bank of which they confirmed it has, but my bank kept mine on hold. I called Citizens bank and was told the money will be available for use on the XXXX of XXXX, XXXX. I went into the bank on the XXXX of XXXX and was told that my money has been out on hold until the XXXX of XXXX, XXXX. I have never heard check be put on hold for 5 months. I called again and was told it will be released on the XXXX of XXXX. On the XXXX of XXXX, I asked to speak to the department which is the Fraud and Claims Department. They were so so rude, I have never encountered such rudeness in my life. She stated that they won't release the funds to me. That there is inconsistency in the checks..then I asked her to either verify with the bank whose check was issued or just refund the owners of the checks so I can get cash instead... she hung up on me. I have explained to them that I have mortgage payments that are due and like wise car loans etc. This funds from the checks are mine ... .every one of us contributes monthly and gives the full amount to whom it's due... so there is nothing fraud about it ... they could have easily verified from the owners ... but 5 months I can't take ... it's so distressing emotionally especially when I know I have important bills coming up and children school fees. I need my funds or they refund the owners asap..and I can get my cash from them ... or I will sue for damages. Thank you much
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Problem with a company's investigation into an existing issue
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have an ongoing complaint with Citizens Bank, and they did respond. However, they sent a letter to an address where I do not receive mail. I spoke to Citizens Bank Consumer Loan Servicing Department on XX/XX/2024 to notify them they sent mail to an address where I do not receive mail. And worse, could get me killed. When I submitted the original complaint to CFPB, someone from the Office of the Chairman called me. We discussed the fact that my mail should be sent to my mailing address on file with Citizens Bank. And I was assured it would. I shared that sending my mail to my mailing address is of utmost importance to the privacy of my physical address and to my personal safety. I shared that if my physical address becomes public, I could be found and murdered. I was assured that my mail would be sent to my XXXX XXXX XXXX Citizens Bank has used my XXXX XXXX to service my account for as long as I have had an account with them. I am simply asking Citizens to not jeopardize life, to use the XXXX XXXX mailing address listed on my account.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The bank keeps changing my statement balance. It does not reflect in the time it is supposed to, for instance, a transaction posted on my account on the XXXX at XXXX XXXX and they charged me on the XXXX and then again on the XXXX for the same transaction.They then deleted the payment that had posted on the XXXX. My balance is then lowered. They are stealing money from my account. They are charging me twice then deleting the first payment. The balance keeps changing to weird numbers. Also I bought a coat from XXXX, they got their payment on the XXXX and they did not post on citizens until the fourth. They are basically charging me twice for an item then deleting it and pretending like I only made one payment when I made two. They billed me twice for XXXX XXXX and then twice for XXXX.
Company Response:
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I was involved in a case of identity theft and this involves my bank credit card, the bank gave someone else access to my account and he made fraud charges. The total amount is {$4000.00}, and my credit limit is only {$500.00} The Bank is Citizens Bank Credit Card Company. I have a few statements on my account with someone else 's name on them. I have a police report and an Identity theft report as well. They wanted to provide Citizens Bank Credit Card with a copy of those but did not want them. This issue has been going on since XXXX.
Company Response:
State: RI
Zip: 02904
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had a Citizens checking account and had no issues with the account. I woke up on XX/XX/XXXX, and my online banking privileges were not working. I called in, they told me my account was under review and my account would be closed ( Gave me no reason and to this day have not given me any reason! ). On XX/XX/XXXX mid-day went into the XXXX, PA branch office, to request my funds. I was told anything pending would be paid and that my paycheck for XXXX would be posted and I could come back in on XX/XX/XXXX to close the account and receive the remaining funds. When I came into the branch office, I waited to over 4-5 hours spoke to numerous people both in the Branch and then on the number provided above to discuss. They informed me that they would not give me my funds ( MY FUNDS of approximately XXXX!! ) and that I would be receiving a generic letter and at a much later date I would receive a check for the remaining funds. They provided me with no information or timeline or reason. They are holding my funds for ransom! I am being told I am being sent a generic letter which will have no information in it. Once I do, I can attach to this case.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Getting a line of credit
Subissue:
Consumer Complaint: A person came to my house to sell home security system with XXXX. I told the person I would get a quote on pricing and think about it. Before I knew it, she had the figures on a piece of paper, stating the equipment is paid to Citizens Bank and they get the remainder of the money for monitoring. I had to step away and she continued to talk with my husband, and took his information, ran a credit check and opened a line of credit with Citizens Bank. I did not want any of this. I called Citizens Bank to cancel this line of credit and they told me they could not cancel it until after XXXX days had past. That is crazy. I did not want it and now they wont let me cancel it.
Company Response:
State: KY
Zip: 40258
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have a mortgage serviced by Citizens Bank. I fell behind on my mortgage in XXXX due to my car becoming irreparable. When I got behind, I spoke with the mortgage department and requested an application for mortgage assistance. I received the forms and submitted them to the website indicated, loansolutioncenter.com, on XX/XX/XXXX. I never received any information from them, so I called back in early XXXX and was told it had not been reviewed yet. I still did not hear anything in XXXX, so I called back again. On XX/XX/XXXX, I made a mortgage payment for one month, and was told I needed to submit additional information including sending one page of the application with a new date on it. I again submitted all this to the website. My information was reviewed on XX/XX/XXXX, and it was noted that I was missing documents. I only discovered this after going back to the website about a week later. I uploaded all the required documents on XX/XX/XXXX. I called back on the evening of XX/XX/XXXX after not hearing anything. I was told the documents sometimes took several days to show up when upload to that website. They could see the documents, and I was told my documents would have to be reviewed by someone in loss mitigation. My documents were reviewed by someone on XX/XX/XXXX and it was noted there was still missing information. I uploaded the required documents on XX/XX/XXXX and again on XX/XX/XXXX because the documents did not show as uploaded. On the XXXX, I did a screenshot to prove I had uploaded it as documents seemed to disappear from the site several times. I called again on XX/XX/XXXX and was told my case had been closed out of loss mitigation because they had not received the missing forms. I was told to email the forms to XXXX and call back after 24 hours. I emailed the forms on XX/XX/XXXX at XXXX XXXX and called back at XXXX XXXX on XX/XX/XXXX. I was then told the forms took 3-5 business days to be reviewed by someone in the documents department, and they would then be put in the system and told to call back Monday, XX/XX/XXXX. I requested to speak to a supervisor and was told they would not have any additional information until the documents department reviewed the email. I then requested to speak to someone in the documents department and was put on hold for about 4 minutes. There was not anyone available in the document department, would I like her to schedule a call back? I did request a call back and as of 1 hours later, I still have not heard anything. This has caused a great amount of stress. I am able to make the regular monthly payment at this point but can not pay the full amount it arrears to bring the loan current. I tried to get this resolved before I was even 30 days late in XXXX. It is now XXXX and I am worried about having my house foreclosed on despite being able to start making payments.
Company Response:
State: KY
Zip: 404XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A