Date Received: 2016-11-28
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I recently called Citizens bank to cancel and dispute charges on my new account of {$280.00} something. I just got back from outta the country, because my dad recently passed away and I get home to find out that my roommate stole and opened my mail and proceeded to use my debit card that I just got in the mail. He still has the debit and I tried canceling it but the customer service rep was so nasty to me, and did n't help me in anyway. Just said there is nothing I can do for you! I said let me speak to a supervisor, and they hung up on me!! Upsetting and rude!! I recently kicked my roommate out, and it got ugly, but you do n't steal from people helping you! I am so disappointed with the way Citizens Bank treated and handled my claim!! I just came right to here to file my complaint and get resolve on my matter of stolen money! I do n't want to speak to another nasty customer service rep.
Company Response:
State: NJ
Zip: 07087
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-27
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On the morning of XXXX XXXX, i viewed my account aswell as took a screen shot, and it showed that my mortgage had posted. This left me with a positive balance of {$57.00}. I have provided this screen shot as an attachment and it can be seen that at this time items were pending, but had not yet posted. Two days later, the bank alterted the bank activity shown, and placed those same pending items ahead of my mortgage payment causing the account to go negative. The bank uses this tactic to obtain a fee because my mortgage payment is a preautherized debit. I am oppted out of " overdraft protection '', so the only way my account can incure a fee is through checks and preauthorized debits. The bank has made it common practice to alter the order in which items are processed in attempts to gain an account fee. I called the customer service line for citizens bank, and spoke with XXXX. XXXX would not except my screen shot of the true bank activity, and transfered me to a " specialist ''. XXXX, the specialist, also refused to except my proof. Her explaination is that the pending purchases were, " live swipes '', and go through immediately before any other transactions. I find this untrue because they were in a " pending '' status on XXXX. On other occasions i have been told that pending items are dependant on the merchant, and how quickly they notify the bank of the purchase. I have also been told by XXXX that larger amounts, such as my {$940.00} mortgage payment, go through first. She then retracted her statement during the call because i had informed her that the pending items were small purchases. My conversation with these individuals was recorded by citizens bank. XXXX put me on a long hold to speak with her manager, and when she returned she stated that my case was forwarded to the chairmen. She then stated i would hear a reply in 3-5 business days.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2016-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-26
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: The following is the short version of what citizens bank pulled- Because of a complaint I registered with customer service department about how I had been GROSSLY mislead by one of their tellers-I was offered a half a point reduction on my equity line of credit which I was using a mortgage now as I had been advised, deeming me unable to take advantage of the one time rates being offered by the president at the present time, further exacerbating my situation. I received a letter from a XXXX drafted on XX/XX/2016 and stamped XX/XX/2016 which told me I had 10 business days to have the document within witness signed by a notary and gotten back to them and if I had any questions to call the XXXX number provided which I did-several times and could not get in touch with her once, but I did finally get a XXXX supervisor-he advised me that he had spoken to this XXXX and that the time element would not be an issue in light of my having called with this discrepancy and to go ahead and mail it back as soon as possible- I took every precaution to do this although I had phoned and spoken to one XXXX supervisor and told him that I felt it was unreasonable in light of the date it had been date stamped, but mailed it out the day it was signed and notarized-XX/XX/2016- & waited to hear back from someone-When I still had not heard back by XXXX I began calling myself only to be told By XXXX that I was supposed to have pt the letter to this XXXX attention XXXX something XXXX XXXX neglected to tell me, so it went to some other office but he would get it taken care of, later on I was then told- '' because they had not received the documents back within the stipulated period of time, they would not uphold their offer ''! -I could not believe what I had heard-they were holding me responsible for the amount of time it took the United state parcel service to deliver the mail-until XX/XX/2016-this to me in not only unreasonable, but unconscionable-I complained as far as to the office of the chairman thinking someone up there would have rational common sense to make of this matter- and was still denied! I will say once again, this is the short version, but for the sake of simplicity have given you the meat and true essence of what has transpired, I do have the original notarized letter as well. Thank you for your time.
Company Response:
State: MI
Zip: 48375
Submitted Via: Web
Date Sent: 2016-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This home equity mortgage was paid off in XX/XX/2016. XXXX is still reporting this as active on my credit report and to date still has not sent me the cancelled mortgage despite charging me {$160.00} to do so.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-23
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: I previously had an account with Citizens Bank ( previously Charter ). The account came with a credit card WHICH I NEVER USED. I closed my accounts ( CD/Checking ) with citizens a couple years ago-forgetting about the charge card because I cut it up upon receipt. About 2 months ago, I received a letter from the bank stating they were increasing my credit line. I immediately contacted them and told them I do not have any accounts with them The man said, " we do not automatically close the charge card ''. I explained that I have no idea what the card number was nor do I know what my account # was because I had closed the accounts 2 yrs. ago. He did assist me and stated he closed the account. I informed him I wanted a letter, in writing, stating that all accounts have been closed. It has been 2 months since I contacted the bank and to date I have never received anything from Citizens acknowledging that the credit card has been closed.
Company Response:
State: MI
Zip: 48150
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a home equity line of credit with Citizens Bank. While in the process of refinancing this loan with another institution, Citizens Bank made a partial payment from my Citizens Bank online checking account which resulted in a debit of {$56.00}. Even after the payoff was completed by my other bank, Citizens charged my account {$90.00} in over draft fees. Since Citizens Bank created the overdraft in the first place I want the fees to be negated.
Company Response:
State: NY
Zip: 14534
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-22
Issue: Other
Subissue:
Consumer Complaint: This account was opened in XX/XX/XXXX, in a bank branch near XXXX, NY XXXX XXXX I believe ). The bank 's XXXX was XXXX XXXX at the time, perhaps a new XXXX there now XXXX. We ( my partner and XXXX XXXX went to open a new account. While we were there, something popped up on her computer screen that said I was eligible for a XXXX $ unsecured credit card. Making that decision on the spot was stressful, in that I prefer not to do such a thing. We were interested in building credit towards a mortgage in the next few years, so the limit and it reporting to both our credit reports was important to us. She electronically signed us up for it, we gave both of our information, and came back to sign paper documents the following day. XXXX months later is when our first complaint was lodged- this was only reported to my credit reports and the support team was unable to figure out how to get it to report to both. When nobody called back about it, we called to be told the card was not eligible at the time to report to both, my partner was simply and authorized user. Over a period of months we called to check on the eligibility of reporting to his report- to be told, 'no ', 'check again ', ... or that they had no record of him on the account ( even as an authorized user and having his own card ). Then we experienced random fees, which were fixed ... again complaints of status of card benefiting both of us. Then we started to pay down the balance drastically in XX/XX/XXXX ( additional payments on top of regular payments ), as we wanted to bump my credit score as we applied for our Citizens ' Mortgage. The week before XXXX ( mortgage lender from local branch ) pulled our credit, the credit card reduced it 's limit ( without notice ), changing a carrying balance of 30 % to almost 98 % ( with the new reduced limit ). This, again, had no benefit as to our immediate need and assurance when obtaining it ( not only was it not helping both our credit reports, but it was now not benefiting my own ). I called about this and was given some policy about how they can change it when ever they wanted, if they wanted. I filed a complaint and asked for the balance to be restored. I later found out they made a hard inquiry on my account- again, negatively affecting the credit report. I filed a complaint on this. Due to the credit card being unpredictable and not knowing how those policies may transfer to our mortgage, we pulled our application and transferred it to another lender ( who was able to approve and close in 9 days from transfer at a better interest rate! ). We dealt with the move. Around this time, there was a charge for something, not honored by the merchant- which we disputed ( to make a long story short- it took a year to resolve ), which caused the balance to be temporarily credited, letter sent it was a final decision, and then XXXX months after this letter it was erroneously reversed, causing a 400 % overage on the account. I was told by a citizens rep not to pay until it 's resolved and resolute. It was done, payment was made the following day, the lower credit line was again ... lowered ( by like XXXX dollars ). I filed a complaint. I was told to have the credit line restored, I would need to have my credit pulled again. I denied this request, as I do not feel I have to take a credit hit in order to correct a mistake on their part. I was later told by another rep that they automatically reduce the line for late payments and I should have never listened to the previous rep on this matter. I filed another complaint, it was brought to a branch XXXX ( somewhere unknown to me XXXX he filed the complaint up to a higher management level. I feel I need to keep the balance on this account higher, just to have a higher limit on my credit accounts and keep my other accounts low- which credits issues with not able to really use revolving credit at all. My credit scores are XXXX
Company Response:
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2016-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I submited a complaint yesterday XX/XX/2016 and you are having problems finding cco morgage they a part of citizens bank and my complaint number is XXXX
Company Response:
State: MA
Zip: 01089
Submitted Via: Web
Date Sent: 2016-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-18
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: As a former employee of Citizens Bank for nine years, I am well aware of overdraft issues that consumers have as well as the lawsuits taken against the bank. I am in the midst of closing all XXXX of my accounts with the bank due to the amount of asinine fees charged. I removed all of my funds from my circle gold checking account and transferred to another bank institution. I left a remainder of a few dollars in the account until closure to avoid any overdraft fees. A check was just cashed ( three weeks later ) from my son 's doctors office which in turn made the account negative {$25.00} dollars, our fault. The same day I was charged the {$35.00} overdraft fee so immediately ( same day ) I went to the bank and deposited {$60.00} in the account to cover the issue. Today I checked again to ensure that everything cleared and I noticed three additional charges which include a {$20.00} service charge, a {$30.00} service charge and yet another {$35.00} overdraft fee which now makes my account negative {$85.00} dollars. I should not have been charged yet another {$35.00} overdraft because they continue to take out " service fees ''. My husband called to complain and close the account immediately and they stated that it could not be closed until the account is positive and additional overdraft fees will continue each day that it is negative. The employee was also not able to explain what the {$30.00} service fee was for and insisted that it was an additional overdraft fee, which it was not. I made the account positive yesterday, additional fees should never have been posted in such a manner. I have XXXX young boys that I need to feed and the bank is taking the money I need for them to pay fees that should not have occurred in the first place. I think it is absolutely unacceptable to charge fees in this manner.
Company Response:
State: RI
Zip: 02920
Submitted Via: Web
Date Sent: 2016-11-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-19
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: Citizen One XXXX placed an hard inquiry on my credit XXXX XXXX XXXX. This action was fraudulent because I did not seek them out for an auto loan on XXXX XXXX, 2016. I did not sign any Citizen One papers requesting an auto loan. My credit score has been reduced due to this action and I was denied a {$30000.00} loan as the result of this fraudulent action.
Company Response:
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2016-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No