Date Received: 2016-07-11
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Bank checking/overdraft acct no. XXXX. On XXXX XXXX myself and husband applied for a Mortgage with XXXX XXXX XXXX for a new construction home, to our surprise our broker had indicated that we would not be able to get the mortgage because their was a 30 day mark on our CBR for a line of credit at Citizens Bank the broker along with ourselves were shocked as this acct had been opened approx 16 years ago and has never been late. This was a surprise to both myself and husband as we had just applied and got financing, at an extremely low rate, due to our outstanding credit. After researching the account I found out this acct went delinquent in XX/XX/XXXX and appears to have not been report in a timely fashion to the CBR 's in addition while we moved out of state several years back we have never received a statement for this account, a DQ letter or even a call from any representative at Citizens Bank to notify is of an acct being past due. Commin collection practice is to send DQ letters and make phone calls starting on the XXXX day. NOTHiNG from Citizens. The phone number on the system had not changed even though we moved out of state. Now as we sit today we have a second mark on our CBR for 60 days as by time we were notified the month had rolled and there was nothing we could do. Upon receipt of this information I immediately wired funds into the account. On XXXX XXXX I reached out to their customer service department ( XXXX ) and after several minutes of the agent telling me i would have to send in a check to pay it off did the agent realize what I was talking abou and told me I needed to speak with XXXX XXXX. Once transfered I spoke to a rep named XXXX and obtained the balance and provided a check by phone to pay the account in full. I explained the situation and that I would need a letter, while I disputed the account, XXXX said they do not issue paid in full letters. I advised that I know they can do his as I worked as a collection manager. XXXX put me on hold to speak to a manager and returned stating that her manager said " I May '' get a Paid in full letter but they did n't know. XXXX then proceeded to tell me I would get a confirmation email of the transaction within 24 hours and I would have to use that to give as proof. As of this complaint I have yet to receive the " confirmation '' of the transaction despite giving her the email address and her repeating it. Also as of today the money has yet to be pulled from my acct despite receiving a confirmatikn number. i am looking to have the 30 and 60 day Mark removed from my CBR immediately.
Company Response:
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2016-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Citizen 's bank refused to accept a check for deposit to my and my husband 's account that has been issued by XXXX auto insurance company for insurance on my car because of my completion of driver 's defense course. Title deed on the car and the insurance policy is issued in the name of my and my husband 's living trust of which I and he are trustees and our adult children are co-trustees and I and my husband are managers of the trust.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2016-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, I was alerted to an ACH being drafted for {$400.00} and immediately contacted both the company who processed the unauthorized transaction, and my bank. The senior banker in the branch advised me that it had not yet " hard posted '' so at this time, there was nothing she could do to stop it. I explained to her, in detail, that I have XXXX accounts : XXXX " catch '' account that all incoming money is transferred into, XXXX " bill pay '' account that all debits come out of and XXXX " holding '' account for the rest. I advised her, in no uncertain terms, that this unauthorized transaction would kick off a domino effect of madness across my other accounts because of transactions that I did authorized and could not stop from now coming through. I advised her that I could n't transfer funds into the bank via ACH until this was resolved because it would require an additional {$400.00} to bring that " catch '' account back from negative, on top of anything needed to cover my other transactions. She advised me to wait until the unauthorized transaction " hard posted '' and that she could then issue a credit memo immediately to stop the bleed. The following day, when the transaction did hard post, she then informed me that a credit memo would need to wait until Monday - XXXX XXXX. The credit memo was never issued so on Wednesday, XXXX XXXX, I transferred just enough to bring the account back to XXXX and stick a bandaid on the bullet hole. Meanwhile, my accounts had been charged XXXX overdraft fees at {$35.00} each ( {$240.00} ) between the catch account ( where the unauthorized transaction came through and the only one I can electronically transfer funds into ) and the bill pay account ( where all debits are typically made ). On XXXX XXXX, XXXX of those fees were credited back and I was additionally charged a {$30.00} sustained overdraft fee. I waited an additional week with no form of follow up from the bank for the unauthorized ACH to be reversed. When I followed up with the senior banker on XXXX XXXX, she said she was under the impression that it was resolved because she saw the deposit that I had made on XXXX XXXX. When I informed her that she was wrong, I was not credited and I had personally made another deposit, she called the ACH department to check the status of the claim. She then informs me that they closed the case without a credit after seeing my deposit assuming that it was taken care of. That assumption and lack of communication was an egregious bank error. I was finally credited for the transaction on XXXX XXXX and XXXX of the additional overdraft fees, as well as the sustained overdraft fee ( {$100.00} ), were credited. This leaves a remaining amount of {$470.00} total additional fees across my accounts that remain uncredited. The fees were only incurred due to an unauthorized transaction, failure to act as promised by the senior banker, lack of communication by the ACH department and failure to properly advise me to even have a chance to stop the spiraling of these accounts.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2016-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-07
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have a premier checking account with Citizens bank in XXXX XXXX Ohio. The account is linked with several other accounts that have more than the minimum balance to keep it from getting charged a maintenance fee. Beginning XX/XX/2015, the bank, for no reason started taking out a maintenance fee of XXXX dollars for a total of more than XXXX dollars. I contacted the bank and spoke to the manager. She stated that it was their error and " XXXX '' would contact me to handle it. XXXX later called me and said that XXXX charges amounting to XXXX dollars would be refunded, but for policy reasons, no more. He did add that if I came to the bank and discussed solutions, more money might be refunded. I want a full reimbursement of the money fraudulently taken from the account as maintenance fees.
Company Response:
State: OH
Zip: 44111
Submitted Via: Web
Date Sent: 2016-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm still awaiting a final payoff letter from Citizens One, formerly XXXX Mortgage, and it improperly threatened to charge me a fee. I need the payoff and lien release ASAP because we are trying to close escrow on the subject home. I have asked for the account to be closed several times, including in writing. I did not even know I had an account with XXXX Mortgage. XXXX XXXX XXXX transferred my XXXX mortgage there several years ago even though I paid off the debt with XXXX XXXX XXXX. I only found out about it because the escrow company discovered it during escrow proceedings. After XXXX of my many calls and a letter to Citizens One, they again confirmed that my now home equity loan has a zero balance. They then faxed me a statement showing a {$25.00} balance for a fax fee, asking me to send them a certified check to close the account. I called to contest the charge because I had never heard of or authorized it, and a supervisor agreed to reverse the improper charge. She also said she would have the company fax me a final payoff letter to close the account the next day. I still do not have that document, and it has been a week. Please contact them and make them close my zero balance loan and send me confirmation so I do not get penalized in escrow. If I do, I will seek compensation from them. I would also appreciate some payment from them to compensate me for the hours I have lost dealing with them.
Company Response:
State: OR
Zip: 97322
Submitted Via: Web
Date Sent: 2016-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-05
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I received a letter dated XXXX XXXX, 2016 from Citizens Bank in regards to a deposit discrepancy. The letter stated that Citizens Bank credited my account {$49.00} to correct the discrepancy, however, no details, date, or specific information was provided as an explanation. In fact, the letter was very elusive as to why, when and how the discrepancy was caused or detected at an unnamed later date. I called the number on the letter XXXX asking for an accounting or date and reason for the discrepancy - the issue was escaladed to a supervisor, but no one had any specifics as to why, when or how the discrepancy occurred. I would ask that the CFPB inquire and investigate this discrepancy at Citizens Bank to see if any additional discrepancies are in need of crediting to my and other account and / or other account holders at Citizens Bank.
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2016-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Citizens Bank switched my mortgage loan to paperless when my wife asked for a personal checking account she held to go paperless. We are joint on the mortgage and she nor myself asked for that to be paperless. When I did n't get a bill they gave me a late mark with the credit bureau ( previously I had fantastic XXXX score ) I explained what happened numerous times, payed my bill immediately, they WILL NOT RETRACT THEIR NEGATIVE ON MY CREDIT AND I THINK THATS WRONG!!! I want that mark removed PERMANATELY!!!!!!
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2016-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-30
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Received letter from Citizens Bank talking about a credit to my account because of errors in deposit amounts. No dates or deposit amounts included in letter. No way to tell if the amount credited is correct.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-27
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I am letting you know that another event has happened in case XXXX in the case of XXXX and citizens bank as XXXX XXXX graciously explained in his very poignant letter i did agree to close the account for the sum of the outstanding balance but no one not even my XXXX with whom i was counseled i, n order to get the equity loan, told me that i would have to forfeit the whole thing upon refinanxcing When i did close ti was not with an attorney but a bank manager and he did not disclose that if i closed it i would be charge a prepayment penalty of XXXX i have left XXXX XXXX, office of the chairman at XXXX XXXX but he did not respond I left another message on XXXX/XXXX/2016 but his maibox was full in summation, i would like citizens to send me a check of XXXX plus interest
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: All of sudden, I received an ATM card from Citizens Bank on XXXX XXXX, 2016 and then another letter following day that welcomes me for opening an account with them ( which I HAVE NEVER DONE ) and asking for my signature. So I called the XXXX XXXX XXXX ( found on letter ). I told the Citizens Bank customer service how I have never opened an account with them and requested closing the account immediately but I was told I need to provide my social security number or somehow go to their branch somewhere in XXXX to get any help. Either that, just cut the ATM card. How that solves any problem knowing that an account is opened under my name without my knowledge and permission? I believe my 2 phone conversations with them is recorded. Prior to this, I have never even heard of Citizens Bank. I read online this is a very common phishing practice to acquire new customers. It 's very disturbing and worrisome. Please help.
Company Response:
State: NY
Zip: 10034
Submitted Via: Web
Date Sent: 2016-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No