Date Received: 2016-05-26
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: In XX/XX/XXXX and XX/XX/2015, I ordered XXXX items using my Citizens Bank debit card. The first was from XXXX XXXX for {$910.00} and the second was from XXXX for {$130.00}. Both of these items are being refunded to my debit card. However, I closed my Citizens bank account ~ 2 weeks ago and thus can not access the original card nor the account to which the funds will be returned. At this point, I have confirmation that the {$910.00} refund has already been processed and a confirmation that the {$130.00} refund is in the works. When I spoke to both companies, both said the same thing - that banks have procedures in place for these instances and can cut me a check. However, when I called Citizens Bank, I was told that " It 's really difficult to get that money now '' and then bounced around from representative to representative for several hours. I am now on my 3rd call with them today ( As I am writing this, the call just passed 1 hour and 55 minutes on hold ). So far no one at Citizens has been able to tell me when / how the funds will be returned to me. Instead, they have simply bounced me around from department to department and disconnected the call multiple times. This seems more like a stall tactic than anything else.
Company Response:
State: MA
Zip: 02138
Submitted Via: Web
Date Sent: 2016-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-26
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I have a student loan owned by Citizens One and due to my worsening XXXX XXXX I have been unable to work for some time, I am receiving Social Security XXXX, have been approved for a Federal XXXX discharge, and approved by XXXX for a full discharge of the student loans that they held. I asked Citizens for a compassionate review of my private loan ( about {$43000.00} ) 2 months ago and they have n't responded.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2016-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-23
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Dear XXXX I gave a drive up window teller ( XXXX XXXX ) at the Citizens Bank on XXXX XXXX XXXX, XXXX Ma. {$1300.00} cash in {$20.00} bills on Friday XXXX/XXXX/16 at XXXX. I passed a Citizens Bank check book with the cash into the drive up window box with verbal instructions to deposit {$700.00} dollars into that check books account ( citizens went paperless and no longer has deposit slips so I gave the teller the check book temporally so she could have the correct account number ) and return to me {$600.00} in large {$100.00} dollar bills. I was was distracted because I got a cell phone call during the transaction and was also running a little late for appointment at my home. When the draw opened I reached in and retrieved the check book but in my haste forgot to check to see if the cash was inside the book. When I got home I realized the {$600.00} cash and the deposit slip was missing. I called the bank but it was too late they had just closed. I went on line banking ( thinking mayby the teller deposited the whole B {$1300.00} but only the {$700.00} deposit showed up. I went to the bank first thing Saturday morning only to be told the teller " XXXX XXXX '' was not on duty today and I would have to come back Monday. On Monday I came in but the told me that I could not view the video of the transactor with out a police report. I filled out a police report at XXXX XXXX Police Station with Officer XXXX XXXX ( Incident Report # XXXX ) The teller stated to the police that she put the {$600.00} in a Citizens Bank Envelope and put it in the draw with the check book to return to me. Keep in mind the type of envelope she showed us that she used is larger that the check book register and cover, so even if the envelope was put inside the check book register when it was returned it would be hanging out the sides of the check book register ( see attached example photo ) and would be visible in the video tape of the transaction. Citizens Bank have let the police officer view the video but refuse to give permission to allow the video to be viewed by me, they claim it will allow me to see the angles the video camera records at and compromises their security. This is all a bunch of XXXX as the large camera that recorded the transaction is fully visible and directly over the tellers head and it is obvious which angle the camera is recording. Officer XXXX told me that the video clearly shows the green cash going into the bank draw for deposit but the return section of the video is jumpy and unclear and that it only shows me reaching in and retrieving something ( the check book, I know that because that was the only Item I had when I got home ). Officer XXXX when on to tll me that the video does not show any envelope being returned ( it was to unclear and jumpy ). I definitely and without a doubt did not get the {$600.00} cash or the deposit slip returned to me. This is not a mom and pop convenience store video and it would be expected that a clear video should be available as a record of this cash transaction. The Teller acknowledged to the police and I that she received {$1300.00} cash from me and only {$700.00} has been deposited into my account, so if they can not give proof that they returned the {$600.00} cash to me they should refund this money forthwith. I am not getting any results from Citizens Bank Corporate XXXX XXXX XXXX XXXX just a run around. Please help me get my money back. Thanks .... XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ma. XXXX ( XXXX ) XXXX ( cell )
Company Response:
State: MA
Zip: 02021
Submitted Via: Web
Date Sent: 2016-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-23
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Received high fee for insufficient funds. I can not see, by way of my online account page, at which point I went below in order to incur the fee. I logged on XXXX day to see a balance, XXXX as yet " unposted '' items and XXXX deposits by way of funds transfer ALL with the same date. I was told by a teller if funds are deposited on the same day - no fees will occur. Fees are WAY to high for many people who are banking and living at the very edge. Charge a fee that corresponds with the amount of interference the lack of funds meant to or affected the bank. Did my {$2.00}, {$5.00} or {$19.00} debit with insufficient funds render the bank unable to continue on? Did my mistake mean the country 's economic health may suffer or banks may close up shop? Not even close. The fees are unrealistic for most Americans. Make the fee match the burden put on the bank for the mistake instead of trying to break the customer.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2016-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-19
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I have been requesting help from my financial institution since XXXX XXXX when my fianc was laid off from his job. I was told that I would need to make 12 payments before my account would be considered for assistance. I continued to make my payments and even more than the amount being requested to try and bring my car loan up to date. After experiencing XXXX deaths in my family and my fiance still not finding work the payments I was being required to make are becoming harder and harder to make, I called in XXXX and XXXX XXXX to request assistance. I was told to make another payment of at least {$310.00}, then call back. The specialist also asked me how many payments I was looking to defer, I stated that XXXX would be sufficient and if that could be done I would be able to get back on track. The specialist in this call stated that should n't be a problem and to call after I made the payment to make the arrangements. Although I was speaking with the support department, making payments and requesting help ( which was declined time and time again ) I would still every day receive collection calls on my cell phone, which I do not believe I ever provided permission for this place to do. So, after making the requested payment, I called and requested that two payments be deferred and then I should be all caught up and be able to provide timely payments. The new specialist said that they could only defer one payment. I explained that was not explained to me previously and the two payments is what I requested and discussed previously. The specialist said that 's not their policy and said they could defer one payment. although I was very upset with being lied to and not given all the information in the previous call I continued because I need any help I can receive. This specialist then asked a series of questions which I answered fully, at the end of the call it was explained to me that I would need to pay the interest from the payment, which this was not explained during any of the previous conversations or even when the specialist was explaining the payment deferral assistance. I was very irate at not being provided with all information, but because they give you no other choice I continued. I then was told it would be sent to a supervisor to review and a letter would be sent to me, this specialist told me time and time again that she did not see any reason why my request would be declined. ( this was not true ). I continued to receive calls from them but no voicemails or additional information. So, I called to follow up and was told my request is being declined because my account is 27 days past due!!!! The account is past due because I need help and that is the point of me contacting them. This was not previously explained would be an issue. I was told well if you make another payment then we can help you, I do n't have the money and this is what I was told so many times before and obviously is their bait and switch to get customers to make payments even if it means not being able to pay for food for themselves and family. I am completely disgusted by the way I am treated when I call and the lie after lie I am given. I am trying to do my best and keep up with this loan, but they are not helping me at all! I feel they are have very shady business practices and are harassing.
Company Response:
State: IL
Zip: 61107
Submitted Via: Web
Date Sent: 2016-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-19
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I am filing a complaint on Citizens Bank for the fees and charges I incurred that were not made availablre when i signed up for account
Company Response:
State: PA
Zip: 187XX
Submitted Via: Web
Date Sent: 2016-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-19
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am buying a house in XXXX, NH. The transaction is being facilitated by the attorney XXXX XXXX, XXXX who has an escrow IOLTA account at Citizens Bank with a branch convenient to his office in XXXX, NH. Paper checks payable to the IOLTA account in the amounts of {$50000.00} and $ XXXX+ from a XXXX XXXX XXXX branch in XXXX , CA , were generated on-line and physically deposited by XXXX XXXX XXXX Citizens Bank at XXXX on Friday, XXXX XXXX, 2016, with the expectation that they would clear any hold within 3 business days ( e.g. by close of business yesterday, Wednesday, XXXX XXXX, 2016 ). When an on-line review on XXXX XXXX revealed that the checks had not cleared, XXXX XXXX made a call to the bank to inquire when the checks would clear and was told by bank staff ( XXXX, sp? ) that the checks would not clear until XXXX XXXX. XXXX XXXX called the XXXX XXXX XXXX, CA Branch Manager and was told that the funds had been released and were not being held by XXXX XXXX, although he would look into the situation that was already beyond his control. I then called Citizens Bank ( before close-of-business on Wednesday, XXXX XXXX, 2016 ) and told XXXX to convey to the powers-that-be that I would be taking legal action if a certified check were not issued this morning ( Thursday, XXXX XXXX, 2016 ) from my funds, in the amount of $ XXXX+ payable to the seller, so that I can close on the purchase of my home. At about XXXX ( XXXX XXXX ), I called Citizens Bank ( because no one had called XXXX XXXX, whom I designated should be called with their response to my complaint/demand ) and requested to speak with XXXX, but was connected to Branch Manager XXXX, who informed me that she could only speak with XXXX XXXX about the particular circumstances of his account, but when pressed with the evidence that no contact had been made after my call AND she told me that she HAD told XXXX XXXX what steps to take to have the funds released ( but he had told me he had no means to get the funds released before XXXX XXXX ), it became clear to me that a complaint is necessary.
Company Response:
State: NH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I 'm having a problem with Citizens Bank and my account again.They have debited my account for {$64.00} for a XXXX overdraft. I had enough money in the account to cover the items and I also credited the account {$1.00}. When I called the XXXX # the bank representative told me to read my account brochure and hung up on me. Please help me -- this bank will take all the money I have out of my account and I have bills to pay.
Company Response:
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2016-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Hello, On XXXX/XXXX/2015, I opened a new checking account with Citizen 's Bank in response to a promotional offer I received in the mail. The coupon mailer was titled " NEW TO THE NEIGHBORHOOD? '' and offered a {$200.00} credit within 145 days of opening the account ( as long as few basic requirements were met ). Several months went by and I still had n't received the credit. Multiple calls to customer service agents, supervisors, and the branch manager confirmed that all conditions of the promotional offer were satisfied - yet for some reason the credit was n't being applied. Since then I 've spent countless hours trying to resolve this issue with Citizen 's Bank - on the phone, faxing documents, and driving to various branch locations. At this point, Citizen 's Bank has claimed that the mailer must not have been addressed to me because they " ca n't find any record of sending it me. '' Thankfully I still have the original coupon. However, they punched out the smaller card in the middle and added it to my file when I first opened the account. Of course, now they ca n't find any record of it! It 's on this basis they 've concluded they do not need to fulfill the offer. In the meantime, I continue to be charged a {$9.00} per month inactivity fee - despite being assured that the fee would n't be charged while the account was in dispute. Apparently, I 'm not alone here either. A brief search online has revealed many other victims of this scam. Citizen 's Bank is clearly engaging in practices that are blatantly fraudulent and predatory. I 've hit the end of the road. Citizen 's Bank is simply refusing to honor their obligation. Please help!
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-17
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: XXXX HAS FAILED TO ASSIST ME IN HELPING ME FROM DEFAULTING MY PRIVATE STUDENT LOAN. I HAVE TRIED NUMEROUS ATTEMPTS TO REACH OUT TO HELP BUT THEY KEEP INFORMING ME THAT I HAVE NO OTHER OPTIONS. I HAVE BEEN EXPERIENCING DEEP FINANCIAL HARDSHIP AND HAVE BEEN UNABLE TO AFFORD THE PAYMENT ON THE PRIVATE STUDENT LOAN. THERE HAS TO BE SOMETHING THAT THE FEDERAL GOVERNMENT CAN DO TO STEP IN AND HELP ME WITH THIS HORRENDOUS PRIVATE STUDENT LOAN THAT IS RUINING MY FAMILIES LIFE FINANCIALLY.
Company Response:
State: TX
Zip: 79407
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No