Date Received: 2016-08-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Checks that were ordered from my new checking account at Citizens Bank were stolen in transit on XXXX/XXXX/16. XXXX checks were fraudulently written between XXXX creating a - {$2300.00} overdraft in the account. I called the bank immediately upon hearing about the overdraft and filed a police report. I signed and sent affidavits regarding all the stolen checks. Due to miscommunication, oversight, and other errors by the bank, there continues to be a - {$610.00} overdraft in the account and the account is now 'charged out ' even though there is a fraud claim still pending. At XXXX point, the bank mistakenly sent out a 'Fraud Suspicion ' report to XXXX and almost had my current checking account closed. It is now 75 days since I first reported the incident, 49 days since I faxed the first affidavit and 38 days since the last affidavit was sent to the fraud claims department. Very little explanation was given as to the process of filing these claims and how long they would take. Customer service supervisors at Citizens Bank are not returning phone calls. There is little if no communication between the customer service department and the fraud claims department. No one at Citizens Bank can give any time frame as to when the funds in my account will be restored.
Company Response:
State: NY
Zip: 14213
Submitted Via: Web
Date Sent: 2016-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-04
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I was accessed a {$39.00} dollar fee on XXXX/XXXX/16 " Fee Overdraft ( XXXX At {$39.00} ) |eNotice - {$39.00} ( with a balance of {$510.00} ) that I did not understand as balances on either side of that date, as listed in my online acct page, were above the amount required. I went into a branch and though, cust. service women could not say and instead called " someone in back '' as " they see things in a different way '' quote. Say what? I thought our online view was actually what was happening in real time and the whole point of it. The charge the " backroom '' people stated overdrafted my acct. was due to a co. that was given my debit card info. by another co. by the name of XXXX that I had to use in order to book a campsite reservation. I read ALL notes and forms and alerts and info for that site which was super convoluted and packed with choices and dropdowns and mandatory responses about camping and personal info. & payments etc. What came later was lots of spam from this other co. called ACTIVE XXXX XXXX XXXX XXXX, Texas XXXX Their charge showed up DBT Purchase XXXX Tx XXXX ( 3 ) weeks after the camping was long over and is a membership I never signed up for and never opted out of because I never read their spam mail in the first place. I did all the research myself. I thought maybe would have had a little more help from the bank. She stated that it seemed legit or from a swiped card and that since the co. listed a phone it was probably not a result of illegal usage but it actually WAS! Best, Thanks! XXXX
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2016-08-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-03
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: My iPhone loans with Citizens One loans were setup to be paid automatically by debit card. The debit card had to be replaced by the bank as it was compromised by fraudulent activity. Subsequently Citizens One emailed me to let me know they had not been able to take payment. When I tried to log in to the website ( per the instructions in the email ) to change my details, I was greeted by a blank screen, despite having logged in with the correct credentials. When I called them about it, they claimed it was a browser problem ( it was n't - I tried with XXXX different browsers on XXXX different devices ) and told me I could only switch to paying by credit card for the current due payment. They told me they would escalate the website issue and I would be contacted with a resolution in 7 - 10 business days. I never received any further communication about the website issue. Instead I waited a few days and was able to log on and switch the autopay to my checking account, so I would n't face this issue again with a debit card being taken out of use. When the next payment came due, I again received an email saying my debit card payment had failed, even though I had switched the autopay to my checking account. Again I tried to log onto the website and again was greeted by a blank page. I called again, and was again told it was a browser issue on my end, and that I could pay the current payment via credit card. I 'm in an endless loop of being denied reasonable means to update my information without them reverting to old information, and some kind of scam whereby they 're forcing me to pay by credit card, presumably so they can charge me some kind of additional fee.
Company Response:
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2016-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-03
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens bank deducted {$1300.00} from my joint checking account. When I called they told me it was for an account that was in overdraft since 2007. I have no recollection of this account and wanted proof that i opened it, they said to contact the branch for that. The branch where it supposedly was opened no longer has those records. I have never been notified about this account. I have a joint account and recently opened a business account at this very branch and NEVER has this " bad debt '' account been mentioned. When I spoke with the Branch Manager he could n't find the account in his system. Neither here nor there, they have violated Vermont 's Statue of Limitations. According to the Federal Reserves, Citizen Bank is is not federally regulated on deposit accounts and it automatically defaults to state laws.
Company Response:
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2016-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have an account with Citizens Bank. I received a service fee charge on XXXX/XXXX/16. I submitted an email to Citizens to see why I was charged a fee of XXXX and to find out why I was never notified by email or mail why I was charged this fee.I never received a response back as to what the fee was except that if I wish to close out the account I must submit a request. Today I received a notice in the mail stating I still have not satisfied the fee charge which caused my account to go negative. I decided let me check my account to see if I received a response, to no surprise no email and another service charge for XXXX. My account is now negative XXXX due to service fees that I have not been legally notified about nor have any knowledge what they are for. Below I pasted what shows on my account. XXXX/XXXX/16 Service Charge - {$9.00} - {$13.00} XXXX/XXXX/16 Service Charge - {$9.00} - {$3.00}
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: RE : Case number : XXXX I am now filing an additional complaint in this matter concerning my escrow account and my demand that the account be dissolved and all funds remitted to me. Citizens has engaged in stalling tactics throughout this process and now has requested an additional 60 days! They have no documentation to support their claim of a " fee '' that should be imposed on me for the dissolution of the account. They have continuously tried to placate me by asking for an additional number of days to " research the issue ''. It is time for them to close the account, as they have already agreed to do, and turn over all funds to me. The attached documents show a pattern on the part of Citizens to continually stall the customer and delay any resolution.
Company Response:
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2016-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-30
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On Monday, XXXX XXXX, 2016, my son deposited {$500.00} CASH into a XXXX ATM which was to be deposited into my Citizens bank account. Thinking that because it was cash, it would be available for use the next day or, 2 days at the most. Two days passed and the funds were still not available. I called my bank, Citizens and they told me that these funds were " on hold '' and would not be available until Monday, XXXX XXXX, 2016. Not only that, but Citizens could not give me an explanation as to why they would hold a cash deposit for this long period of time. This money was to be used for a bill that was due, but since I could n't have access to my funds, this bill was paid late. My complaint is, I think that it is very unreasonable for Citizens to place " on hold '' a cash deposit for this length of time and not give me an explanation as to why.
Company Response:
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2016-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: 1. XXXX/XXXX/2016 : I wired money to a Citizens Bank account holder. The money was urgently needed. Mailing a check would be too slow. 2. XXXX/XXXX/2016 : Citizens Bank acknowledged receipt of the money. The money is " lost ''. 3. XX/XX/XXXX-XX/XX/2016 : Daily follow-up with Citizens Bank . Money is still " lost ''. 4. XXXX/XXXX/2016 : Promised call from the Citizens Bank Office of the Chair by the end of the day was not received. 5. XXXX/XXXX/2016 : Continue to be at an impass. The money is not available to me or the specified policy older. Citizens Bank is not willing to anything but continue looking. Day 8 and counting.
Company Response:
State: VA
Zip: 22079
Submitted Via: Web
Date Sent: 2016-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-28
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I called Citizens Bank in XXXX, MA to ask them how I can close our my checking account no. XXXX. XXXX XXXX XXXX told me I had to have a zero balance in order to do that. He said there was a balance of {$58.00} and to write a check for that amount to clear the account which I did check no. XXXX for {$58.00}. On XXXX/XXXX/XXXX I get an overdraft fee for {$5.00}. I called the bank and he said not to worry about it. I then get a statement saying that on XXXX/XXXX/XXXX I was charged a late payment of {$20.00} and interest charges of {$19.00}. My Husband called the number on the statement XXXX and they said that we owe them {$1000.00}. They said we were given an overdraft line of credit and we owe it to them. We were never aware of this and they take {$20.00} per month from our account for overdraft charges and if it is overdrafted they charge us another {$30.00} on top of that. We never took a loan with them and they have always taken the overdraft charges right out of our checking account along with their maintenance fees. This have been since the year XXXX. They have already been paid the overdraft charges right from our checking account. We just want the account closed and for them to stop charging us interest and overdraft fees for an account we closed.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-29
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I opened a One Deposit Checking account online with Citizen Bank ( XXXX. XXXX XXXX XXXX XXXX, RI XXXX ) in XX/XX/XXXX, been doing all my transactions online or using debit card in XXXX XXXX, NY that I reside, received emails from Citizen Bank and downloaded my paperless statements. On XXXX/XXXX/XXXX I received a letter dated XXXX/XXXX/XXXX from bank indicating my account is overdrawn {$120.00} urging me to make a deposit. I downloaded my latest XXXX/XXXX/XXXX statement, it show that my account was overdrawn {$2.00} on XXXX/XXXX/XXXX, bank charged {$35.00} overdraft fee on XXXX/XXXX/XXXX, then a {$30.00} sustained overdraft on XXXX/XXXX/XXXX, another {$30.00} sustained overdraft fee on XXXX/XXXX/XXXX and a third {$30.00} overdraft fee as was implied in XXXX/XXXX/XXXX letter or charging me {$120.00} for overdrafts between XXXX/XXXX/XXXX to XXXX/XXXX/XXXX without letting me know by phone or email that my account was overdrawn $ XXXX.I called the number on the letter and was told that bank had sent me another letter on XXXX/XXXX/XXXX, when asked why not a phone or email message, I was told bank sent the letter. All my other banks alert quickly such matters, later on XXXX/XXXX/XXXX I received an automated message from Citizen Bank urging me to call them, this imply that besides my email they did have my phone number.I did and told them that I already talked to their rep. Citizen Bank had my phone and email on file, made no attempt to inform me of the {$2.00} overdrawn amount and charged me {$120.00} overdraft fees, when I called them on XXXX/XXXX/XXXX I was also told that my account is eligible for one time overdraft so the initial {$35.00} fee no longer apply and I just have to XXXX {$90.00} for three times {$30.00} sustained overdrafts. This also imply that if the bank had informed me of the {$2.00} overdraft right away, I did not have to pay any overdraft fine, but the bank did not call or email and kept charging {$30.00} fine over and over, I only have their word that a letter was issued on XXXX/XXXX/XXXX. The only letter I received is dated XXXX/XXXX/XXXX and arrived on XXXX/XXXX/XXXX.
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2016-08-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No