Date Received: 2016-06-08
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Citizen 's Bank, gave us a commitment for a condo, and then at the last moment is not coming to the closing. Since the financing contingency expired before the closing date, my down payment is exposed according to my lawyer. However, Citizen 's acted in bad faith.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2016-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-07
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: I had an issue with a customer service group at the number listed on the back of my credit card. The rep could not resolve my problem, so I asked for a supervisor, which I was given. The supervisor did not resolve my issue. I asked for a manager. She refused to pass me to a manager. She stated she was the highest level of authority I could speak to. I asked for a corporate phone number. That was refused. I was given a physical office address to write and snail mail a complaint to. I contacted directory assistance, and the number listed for that address rings fast busy all day ( on purpose ). I tried the web site. No phone numbers or addresses are listed on the site. I tried their live chat on the site. The representative could only refer me to the original customer service number. I am wondering if my only recourse is to cancel the card. My issue is that despite having had the card with the company for XXXX+ years with an impeccable payment history, each payment over {$500.00} has a XXXX day hold placed on it, despite the method of payment. My payments were EFTs, and therefore immediately transferred. The EFTs are also being held. Based on the customer service reps ' responses, it appears they are doing this to all customers. I understand the bank may be concerned with bad checks and are initiating a hold. However, on customers with clean histories? On customers paying by EFT? On all their customers?
Company Response:
State: IN
Zip: 46074
Submitted Via: Web
Date Sent: 2016-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Citizens Mortgage Company 1. Customer Service is very poor. the main mortgage phone number XXXX does not have a live contact person option. this is extremely frustrating and a live customer person option needs to be part of the main option menu. It took me 10 phone calls and about 1 hour of my time to actually get a live person. 2. Property Taxes were not paid in full and I have received delinquent messages from my town. Citizens is responsible for paying all taxes and should not be receiving delinquent notices.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2016-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-06
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I opened an account with Citizens Bank a little over two months ago at the local XXXX XXXX Branch with a representative named XXXX. He opened my account and set me up with online banking. The online banking was to give me an indicator when my account fell below {$50.00}. The bank started taking fees that made it difficult to keep an accurate accounting. I had yet to receive an ATM card nor did I have access to checking the balance via the phone. Technical support could not figure out why the online banking did not send an indicator to my cell or email address. I went into the bank, spoke with XXXX, as fees continued to accrue. He shared that it needed to be used with Chrome not Internet Browser. Regardless, not true, but he set it up again. The bank refused to refund my money which was close to {$200.00}. I explained that I was XXXX on SSI and the excessive fees were making it impossible to survive that month. They said they could not reverse. I called the corporate office. They reversed XXXX after I stated that I was going to contact the XXXX. I received an apology from a representative named XXXX. Albeit, they refused to reverse the fee and the fees for the fees, I filed a complaint with the XXXX. I then received a phone call from XXXX who refunded all. During that period of time, I made a deposit via the ATM. It was for {$30.00} but deposited {$50.00}. I notified XXXX of the error. I deducted from my balance. XXXX and I reconciled my account, including the {$50.00} error. We agreed that we would restart my account " tabula rasa ''. I specifically asked XXXX if there were any incoming transactions be it from the bank or otherwise that were pending as to circumvent any possibility of the above happening again. She stated definitively not. The next morning there was a bank charged deducted from my account in the amount of {$50.00}. It overdrew my account. This charge would have been noted as pending when I spoke with XXXX late in the afternoon. My account overdrew accruing fees up to apx. {$250.00} this time. I reopened my claim with the XXXX. They directed me to contact you. XXXX, from CB, left me a message Monday. I called her back twice. I spoke with her Thursday when she returned my calls. She said that the bank was not in error XXXX and I had a misunderstanding. XXXX works for the bank and entity that does not need XXXX my monthly income. I, on the other hand, am struggling to survive on the full income. We are not even into a full week out of the month. My direct deposit has quickly evaporated. I was in XXXX when I received XXXX 's call. I had spent the night there prior. Her refusal to reverse the charges, upon charges that have amounted to over {$250.00}, sent me into XXXX XXXX XXXX. I needed to spend an extra night which absorbed all of the money remaining positive for the month. I stated that this was unacceptable. I shared that I found the actions of the bank to be of a retaliatory nature being that XXXX, the afternoon prior, clearly stated that there was not an activity that was going to occur in regard to my checking account. I had spoken with the branch, XXXX, in regard to the {$50.00} the day the online indicator emailed me. He did not know what the bank terminology for the debit meant. Kindly enough, he stated that he would look into it. He went home. I spoke with his manager. He stated that I needed to balance my checkbook. I have a XXXX. It is not cognitive. This has left me unable to sustain myself and my service animal for a week let alone the entire month.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2016-06-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-01
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: Initially when this loan started with RBS Citizens, I had contacted them to change my payment date as it was always on the XXXX of the month. I kept getting told this was n't possible until I had my loan for a year from the XXXX branch. In talking to someone from the XXXX branch, I would get told get your account caught up and we will take care of it. This has gone on for several months and I still do not have a payment date change however this is not the worst of my issues. Approximately 2 weeks ago, I received a phone call from a gentleman, stating he was at my home to repossess my truck. I told him that I had not been taken to court nor received notice of right to cure default/repossession. He stated that he would not be repossessing the truck if he did n't have a letter on file. I tried contacting RBS Citizens that evening and was told if I paid the past due then they would release my truck. I would have to use a debit card. I told them I had a debit card however my bank had a limit and what were my options. My only other option was to contact the Repossession Department the next day. In speaking with them, I was informed I would have to come up with almost {$2300.00} to get my truck back. I would need to wire it, or have it sent by XXXX or XXXX XXXX. Unfortunately, we do n't have those around my community so I would n't be able to do it right away. It should be noted that my truck was repossessed that evening however I only know it was taken to XXXX XXXX. I did not receive a receipt for the truck at all. Last week, I received XXXX letters, XXXX stating the past due balance of {$1900.00} dated XXXX/XXXX/2016 was due. The second letter dated XXXX/XXXX/2016 stated that I needed to pay the entire amount of the loan due in order to retrieve my truck and I only had 21 days to pay for it otherwise the truck would be auctioned off. XXXX these letters were received on the same day. I did try to express to RBS Citizens that I wanted this to go to court in order to try to stop the repossession. At no time have I received any contracts or documents from RBS Citizens stating my right to cure default or anything else regarding my contract. Initially, I did receive XXXX letter from them stating how much my loan is, the payments. I used to receive XXXX statements at a time with regard to my loan being past due ( within the grace period ) however never received a single letter stating my right to cure default. In talking with the individual on the phone, he stated that my loan had been late 4 times. I did have XXXX time in XXXX, which I caught up and then the last 2 months. They did call me continuously to talk about the loan being late. I informed them that I had n't been paid by my insurance companies and was behind. I asked for a deferment and was told I needed to get the loan caught up in order to get it deferred. As I explained to RBS Citizens, if I could afford to get it caught up, I would n't need a deferment. As it stands, I have no vehicle, am threatened with it being sold and have no idea where it is only that it has been repossessed. I have XXXX letters stating past due and pay it all. It is all very frustrating and confusing as well as no one seems to be able to get their stories straight at RBS Citizens.
Company Response:
State: WI
Zip: 547XX
Submitted Via: Web
Date Sent: 2016-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX XXXX, I obtained a mortgage loan with CCO Finance through Citizens Bank. I was required by Citizens to open up a checking account and pay the loan from this account, which I did. I opened up the checking account at Citizens with {$500.00} and funded the new Citizens checking account by setting up a monthly automatic draw from my checking account at XXXX XXXX XXXX. I confirmed that the XXXX and XXXX XXXX payment to CCO mortgage was timely paid ; I then stopped reviewing this account as it was on autopay. Twenty-two months later, in XXXX XXXX I received a letter from Citizens that I owed the bank {$2300.00} in penalties and interest as each payment from XXXX to Citizens was deemed late. According to Citizens, most auto transfers from XXXX were late. According to XXXX, the monies timely cleared each month from the beginning of this loan. I provided XXXX substantiating documentation to Citizens showing each XXXX payment timely cleared. Based on the XXXX and XXXX records, of the 21 autopays ( which was made by check from XXXX to Citizens ) ; 10 cleared on the day the check was received ; 5 cleared 1 day later ; 1 cleared 2 days later ; 2 cleared 3 days later and 3 cleared 4 days later. I inquired why is took upwards to 4 days for a check to clear from an account with history ; Citizens was unable to provide an answer to this question. Citizens set up an overdraft protection account and drew from this account each month. I never set up the overdraft protection account. I specifically requested documentation from the bank showing I set up this account ; they are not able to provide this documentation. I asked Citizens why they informed me of this overdraft situation after 22 months ; they were not able to answer this question. I closed the aforementioned Citizens checking account in XXXX XXXX and paid directly ( autopay ) from my XXXX account. There have been no late payments since XXXX XXXX. I determined that of the {$2300.00} ; {$1800.00} was monies from the Citizens overdraft account and this amount was paid back to Citizens. Citizens still claims I owe {$740.00} in penalties and interest. I pay some XXXX creditors monthly for personal and business purposes using autopay and never have had a problem with late autopayments. I spoke with numerous Citizens representatives over a six month period in an attempt to resolve this matter. I spoke several times with a representative from the Citizen 's Office of Chairman in an attempt to resolve this matter and provided all relevant documentation. Citizens just sent the remaining {$740.00} to a collection agency.
Company Response:
State: NJ
Zip: 07450
Submitted Via: Web
Date Sent: 2016-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-31
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Financial Group is improperly assessing fees for Regulation D. The letter of the law clearly states that this regulation governs transfers " made by the depositor and payable to third parties. '' Citizens has assessed me and presumably all other depositors a XXXX dollar fee for transfers made WITHIN THE BANK. Please prosecute them to the fullest extent of the law, and assure that the citizens of the XXXX are refunded these millions of dollars in illegal fees which have been levied by the bank. Feel free to contact me by phone or email if a copy of my statement is needed showing proof of their illegal activity.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2016-05-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-31
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Consumer Info : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX. Bank Info : Citizens Bank XXXX XXXX XXXX XXXX, XXXX, PA XXXX ( XXXX ) XXXX. The bank manager was not available on XXXX/XXXX/2016, the Friday before memorial day weekend for me to discuss a dispute of charges with her. I spoke with licensed banker XXXX ID # XXXX XXXX XXXX and was told that I would not be charged an additional charge until I was able to speak with the manager on Tuesday, XXXX/XXXX/2016. I just spoke with this same banker, XXXX XXXX over the phone today ( XXXX/XXXX/2016 ), and she told me that she spoke with the manager, there was nothing they could do in regards to the charges on my acct and I was now responsible for the ADDITIONAL fee incurred today XXXX/XXXX/2016 which is ridiculous considering it occurred during the time the manager decided to take a TRIP and not available. This is unfair!!!! Details of transaction/fees : XXXX/XXXX/16 Check # XXXX for {$27.00} causing a negative balance of {$24.00}. Service Charge Sustained Od of {$30.00} on XXXX/XXXX/2016, XXXX/XXXX/2016, XXXX/XXXX/2016. Also, I was not notified of my negative balance while I received these service charges every 5 days, no mail was received. I was blindsided which was why I wished to speak with the manager in the 1st place on the XXXX/XXXX/2016.
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2016-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-28
Issue: Transaction issue
Subissue:
Consumer Complaint: i made the mistake of having XXXX book me a flight/ hotel package with XXXX Airline for a price of {$400.00}. The package was a XXXX XXXX XXXX roundtrip with XXXX nites at the XXXX XXXX. I should have none it was too good to be true. XXXX called me up and bumped me off my flight. They offered to put me on another flight for an additional charge of {$250.00}. Initially I booked it but then i cancelled it because I suddenly realized I was getting XXXX with my pants on. XXXX offered me a XXXX or XXXX XXXX XXXX. I tried to use it for my trip but I could not get booked on the days I wanted to travel. I had to rebook with XXXX @ a cost of {$520.00}. XXXX just ruined my favorite holiday, XXXX XXXX XXXX. First XXXX signs you up. Then they bump you. and then they fleece you for the price of another ticket. When you refuse to buy another ticket because you know you are being rooked, they say WE 'RE SORRY ABOUT YOUR EXPERIENCE WITH XXXX AIRLINE. The XXXX they offer is about as worthless as a XXXX dollar bill. You ca n't use it to get where you are going on the dates you need to travel. XXXX Airline is a flying clip joint. This is my first exposure to XXXX and it will be my last. I would not be caught dead on such a scam airline. The kicker is that their fine print and legalize traps flyers like a spider traps a fly. once they get you in their orbit they can manipulate you and gouge you for more money, like they did with me. The majority of XXXX passengers will make it to their destination via a spam in a can experience. XXXX knows that they are going to torpedo the plans of a lot of customers like me. They call it collateral damage. But it is part of their game plan and they can live with it. Afterall, it nets them a lot of money. And unfortunately it is all very legal. Legal but unfair and unethical. I would rather French kiss a rattlesnake than ever fly on evil XXXX. Their CEO is a pit viper named XXXX XXXX XXXX. How does he manage to sleep at night?
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I want to call attention to what I consider to be a load of XXXX. Currently, my checking account shows a direct deposit from my employer on XXXX XXXX ( today being XXXX XXXX ). Normally, I would not think anything of this, however it shows that amount as being available now. The last time this happened, I took Citizens Bank at their word, and operated under the belief that my money was mine to use. They proceeded to hit me with {$100.00} in overdraft fees - for using money that they told me ( via their website ) was available. Out of the kindness of their collective heart, they refunded {$35.00} when I complained. Now I see the same thing happening. However, I 'm smarter this time. I consider this practice to be deceptive and predatory. They 're dangling the carrot out in front of me, waiting for me to take a bite so they can charge me a bunch of fees. How is this even legal? As a XXXX Bank customer, I demand an explanation for this wolfish practice. If there is no resolution, my wife and I will be taking our business elsewhere. I attempted to submit this message through XXXX Bank 's secure message site, but it was rejected for " exceeding the limits ''.
Company Response:
State: PA
Zip: 15146
Submitted Via: Web
Date Sent: 2016-05-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No