Date Received: 2023-09-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: please remove the hard inquiries off my credit report.
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2023-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-16
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: On XXXX XXXX a Citizens Bank account was opened in my name fraudulently. I recieved an overdraft notice to my address sating the account was overdrawn and an amount was due. I called Citizens bank the same day XX/XX/23 when I received the notice and found out my identity had been stolen and someone opened an account under my name. Citizens Bank opened an investigation to close the account and start a fraud case on my behalf.
Company Response:
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2023-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Citizens Bank for about 20 years charged my late husband and me {$17.00} fee/mo. on our checking account. Since we were automatic deposit clients -- my husband 's monthly check from his place of work was automatically deposit to our checking account each month -- no fee should have been charged. This summer I emailed on XX/XX/2023 and phoned in complaints to Citizens Bank branch in XXXX RI. Citizens was unwillling to reimburse me beyond 4 monthly fees, but they actually owe me over {$16000.00} for about 20 years of monthly charges for a fee when they shouldn't have.
Company Response:
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to the branch to withdraw {$1100.00} and the branch manager was at the teller area when it was my turn in line. She asked me how she could help and I asked to make a withdrawal of {$1100.00} as I handed her my ID. She asked me if I had a debit card and I said that I did not because I didn't have a checking account there. She asked me what brings me " up this way '' and I said that I work in XXXX XXXX ( a borough in PA less than XXXX mile away ). She asked me for my full social security number and I gave it. She tired sending me a code to a phone number that wasn't on my account ending in XXXX - XXXX explained that I didn't open the account at Citizens, that it was bought by Citizens from XXXX and it must have been from a legacy system when they did the transfer as it was my parents ' phone number when I was a kid. I asked her to complete the authentication procedures so I could make my withdrawal and be on my way. She said she couldn't. I asked why not and she said she didn't have to explain herself to me. I asked her why a drivers ' license, full social security number, and account number wasn't sufficient and she said she doesn't have to explain her system to me. She said that I had no signature on file. I said that I know I did because I had signed transaction slips there before and that I know they take electronic images of multiple checks I deposited there with my endorsement on the back. She said my behavior was abnormal and I said there's nothing abnormal about it and I said she needed some better training. I asked to speak with her boss and she refused. She later said she had no way to contact her/him. I said that wasn't plausible and then she said that she could put a request in for me to be called back. I asked her to do so. She asked for my phone number and I gave it. She then said I'd be called back in XXXX hours. I said that wasn't acceptable as I wanted a single-visit resolution to the issue. She said that isn't how it works and that she won't do the withdrawal. She then kicked me out of the branch ( and I left ).
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: Email sent from Citizens Bank stating my application for opening a Citizens Quest Checking was denied. I did not apply for one.
Company Response:
State: PA
Zip: 15090
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On or around XX/XX/23 I called Citizens Bank to add my Power of Attorney to my moms checking accounts. She is XXXX and unable to manage them herself. I live in XXXX XXXX and there is not a Citizens here. The person I spoke with told me I could mail a certified/notarized copy of the POA signed by principal guarantor with written instructions asking me to be added to Account Services. I could also have an agent bring these documents to a Citizens branch. I called a branch close to my mother and I spoke with XXXX ( the branch manager ) on or around XX/XX/23. I wanted to schedule my cousin to come in with the requested paperwork. XXXX said that he spoke with the legal department and they gave him a different answer. I needed to come into the branch myself with the original POA, drivers license and social security card with written instructions to add me. So XXXX instructions conflicted with the person I spoke to on the XXXX number. But I booked a flight for XXXX. On XX/XX/23 I went to XXXX branch ( XXXX XXXX XXXX ) and brought all requested paperwork. I waited 3 hours. The new branch manager ( XXXX ) told him that he was told by legal that my cousin ( previous POA ) needed to be present. This was the 3rd answer I received on how to add myself as POA to my moms account. My cousin was out of town and I brought a signed statement from her, but it was not enough. I asked XXXX if my cousin could come in on her own when she returned to town. After all, he had verified me and the paperwork. He agreed that sounded reasonable, so he said he would call me the next day. The next day ( XX/XX/23 ) XXXX called me to let me know that I needed to return in person with both my mom and cousin. This was the 4th answer I received on how to add me as POA on my moms accounts. Both my mom and cousin are having cognitive difficulties and nobody is currently managing her accounts. Citizens does not seem to have a clear and consistent policy on how to add someone as POA to the account. It seems to depend on the day. I did everything they asked of me and flew across the country and still my moms finances are going unmanaged. I complained on XXXX to XXXX XXXXCitizensBank and someone responded saying they were opening up an internal complaint and would get back to me in 3 business days. That was 5 business days ago. I just want to ensure my moms bills get paid and her finances are properly managed and Citizens Bank does not seem to have any logical or consistent way to ensure that I am able to care for my elderly moms finances.
Company Response:
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The unverified item listed below still remains on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is 100 % true, accurate & correct. CITIZENS BANK XXXXXXXX was still showing late payments. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or CITIZENS BANK customer service representative.
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: In XXXX I discovered that I was still being charged monthly for an installment loan for an XXXX that I had traded it. The initial issue what that XXXX lost the package so the phone was never received. As such the loan installments were paused while waiting for the phone to be received and restarted in XXXX of XXXX. I did not discover this until XXXX of XXXX. I provided confirmation that I had mailed the phone and a refund was issued by XXXX to Citizens Bank in the amount of XXXX and citizens bank was to refund that money to me. I called on XX/XX/XXXX to citizens bank and they stated they had not received the refund from apple yet. I called again on XX/XX/XXXX and Citizens conference in a representative from XXXX who confirm that the refund was indeed sent to citizens and provided them with a reference number to give to their accounts receivables team to locate it. Citizens rep told me she would open a request to get me the refund that was owed to me. I've called every week since then and there is no update on the request. There is no sense of urgency to return the money that is owed to me. It appears that Citizens may have lost the refund. XXXX provided them evidence that the refund was sent to citizens yet im still out of my money. Every time I call I'm told the person that can help me isn't in the office yet I don't know the name of this person.
Company Response:
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I called and spoke to a Citizens phone rep on XX/XX/XXXX about closing my account. As there was a balance over XXXX in the account, he advised that as there is a limit to how much you can transfer from the account every day ( very small amount ), he provided instructions on how to request to close by mail ( snail mail, can not be email/fax etc. ). The instructions were to send a Signed letter from me which included my Account Number, Dollar amount, Address, copy of Drivers Licence. I was told I would get a check in the mail with all my funds within 10 days. I provided all this on XX/XX/XXXX. Today, XX/XX/XXXX ( almost a month later ) I recieved a letter signed by XXXX XXXX, Head of Checking, that I had not included a Notary Signature required on the letter. Why was this requirement not provided to me on XX/XX/XXXX? I believe this is a deliberate attempt to delay closing my account and transferring funds to me. This is the 3rd time I am trying to close my account and move my funds. But as Citizens does not have a branch in California, I am unable to go to a branch. It is now ridiculous that I still do not have my funds which are sitting at Citizens bank earning no interest where I could earn 5 % at another bank.
Company Response:
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: Called to inform Citizens Bank, that I had not applied for a checking account with them. I do not bank with them currently, and I had just received an email stating that an application had been submitted, and declined. I gave them the XXXX XXXX XXXX XXXX, to the representative, and wanted to be sure my credit had not been effected or reviewed, and that I did not attempt to open an account with them. They took the information, and were submitting a fraud investigation, and stated that I should receive a coy of the fraud file results within a month or so.
Company Response:
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A