Date Received: 2016-05-16
Issue: Settlement process and costs
Subissue:
Consumer Complaint: i had an equity line of credit from citizens my mortgage was from citizens one. my line of credit was for XXXX of which i spent XXXX and had a credit limit of XXXX when i refinanced with another bank they not only took my XXXX away without my permission they assesed me a charge of XXXX
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2016-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-15
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Back on XXXX XXXX, 2016 someone someho stole my debit card. I had only {$180.00} in my account. By the time the thief got through I was {$1300.00} overdrawn. I filed a complaint immediately, the bank sent an affidavit which I filled out and returned. Then I called Card Services. They told me this would be settled in 5 to 10 business days. So here it is, XXXX XXXX and I 'm still waiting for my money. They claim they already returned {$800.00} one day and {$200.00} on another. But nowhere in my bank statements are these reflected. I 've called several times and half the time I get told to call their claims department. I 've also called claims a bunch of times, stayed on the phone on hold for a half hour, using up my cell minutes, and no one ever answers. Sounds like the bank is scamming me. Am I ever going to get my money, or am I being ripped off twice? Any help you can give will be gladly welcomed. Thanks.
Company Response:
State: NH
Zip: 03103
Submitted Via: Web
Date Sent: 2016-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Bank is closing my account, which I have kept in excellent standing, because they found I invest in XXXX. I have a business account, which generates plenty of fees for them, especially wires. I send frequent wires to XXXX in new york to buy XXXX, which I invest in short-term. I buy it low, and then sell it higher than what I bought it for. I am registered with fincen and comply with all regulations for the state of Ohio and the USA. I have an anti money laundering policy and it is strictly enforced. I have a XXXX company as well that uses the same account. What happened was I had asked if I could deposit cash into the atm late at night and the tellers said there should n't be a problem with even large amounts. So I deposited maybe XXXX to XXXX XXXX via the atm a few nights in a row, all at the same branch that I always use, and only I was doing the depositing. This triggered some kind of review on my account whereupon they saw that I wired to XXXX XXXX XXXX, XXXX which only sells XXXX and XXXX. Upon seeing that they decided without doing any other research, to close my business account, and my personal account too! I never even used my personal account for XXXX or anything. Also when it came time to sell my XXXX, I was very careful with this account. I gave out the information to no one. Only I or my employees deposited into this account. We only accepted cash, money orders, and some checks. We tried to positively ID all our buyers for the XXXX and maintained an XXXX log. We even filed a SAR on a suspicious person. We maintain a relationship with local and federal law enforcement as well. They gave me ZERO days to find a new bank. They deactivated my atm/debit card immediately. They want me to get my funds immediately. Most other banks give you XXXX three weeks to find another account. I have had numerous banks close my accounts for investing in XXXX. There hardly any banks left for me to go to now. This is totally unacceptable, to be discriminated against for investing in XXXX. These banks should work with investors in XXXX and coach them on how they should treat their accounts instead of simply closing them and suspending all services without giving the customer any time to move. And to close my personal account which was n't even used is also totally unacceptable. This is for my accounts ending in XXXX and XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2016-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: When I moved from XXXX in XXXX 2015, I set up mail forwarding with USPS. As part of that service I got to select coupons from various companies. I selected XXXX from Citizens Bank which promised to pay me {$200.00} for opening a new account provided I make a certain number of deposits or debit card purchases within a certain time frame. I printed the coupon from USPS and brought it to Citizens Bank when I opened my account. I met the required deposit/debit card terms & waited for the money to be deposited. In XXXX 2015 I became concerned that the {$200.00} had not been deposited into my account. I contacted my local branch, and they attempted to help me. Over the course of several months I was passed around to a few different contacts at XXXX local branches ( XXXX teller and XXXX managers ). The final manager I worked with had been speaking to " someone '' in the " back office ''. He would not or could not tell me the name of the person he was speaking with in the " department that deals with offers like this ''. I provided the e-mail from USPS confirming this offer was made to me, but Citizens Bank claims they can not " verify my eligibility '' unless I can provide them with the specific coupon code on the coupon I already gave to them ( at the time I opened the account ). The e-mail I provided has a link to print the coupon ( which I did at the time I opened the account ) but now that so much time has passed the link is dead. I did not keep a copy of the coupon, and they will not accept the USPS e-mail confirming the offer was made to me, as proof the offer was made to me. I believe Citizens Bank used this coupon to gain my business with the intention of using any excuse it can to avoid paying the {$200.00}, despite the fact that I met all the terms to be eligible for the money.
Company Response:
State: PA
Zip: 17036
Submitted Via: Web
Date Sent: 2016-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-07
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My checking account was charged fees of XXXX for XXXX overdraft for 7 business day ( 9 calendar days ). On XXXX my checking was assessed an overdraft fee of XXXX for a check presented against my account ( XXXX ) for {$200.00}. My balance was XXXX after submittal. I received no notice in the mail on this item and was assessed XXXX sustained overdraft fees during this period. The first was on XXXX and the second sustained overdraft fee on XXXX both for {$30.00}. I understand the initial overdraft fee being assessed of XXXX. However, I find the sustained overdraft fees to be abusive and predatory in nature. Not long ago, sustained overdraft fees were generally applied after 10 business days. This time of 10 days allowed for the notification time that may occur for when a client may not be aware of this event. In my case, XXXX were applied before 10 calendar days occurred. Out of curiosity, I used an interest rate calculator to determine what this interest rate might be if I were to convert this small matter to a loan situation and I was told that the calculator could not estimate the rate because it was too large. So I adjusted the amount I was negative to XXXX ( but in reality XXXX ) against the total amount I would pay to rectify the matter of XXXX and the interest rate amounted to 192 %, which I believe is above predatory. I feel that 1 ) this matter is very abusive, borderline criminal. 2 ) the policy does not allow for sufficient communication time to allow for rectification IF it was determined that the abusive extra charges should be allowed to continue. Again, I do not believe Citizens bank should be allowed to pile on these types of fees with this level of ferocity. I do understand that Citizens bank is a business and that profit is their motive but this policy and practice is a pure money grab with little or no notification to it valued client/fellow citizen. Please feel free to contact me at XXXX, thank you XXXX XXXX
Company Response:
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2016-05-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-07
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Citizens Bank allowed someone to cash a forged, year old stale check for over {$1000.00}. This person continued to cash stolen and forged checks until my account was wiped out. Had Citizens Bank exercised proper care, the theft would have been caught early. However, they continued to cash fraudulent checks until there was n't any money left. XXXX times the amount of the check was over {$1000.00} and six times they failed to verify the signature. I have copies of Citizens Banks own policies regarding cashing checks : they wo n't cash checks over 6 months old, and they require signature verification on checks over {$1000.00}. I usually only wrote a couple checks a month and my handwriting is consistent. This person would return to the same location day after day, sometimes cashing multiple high value checks ( {$500.00} and above ) at different locations on the same day, and no one at Citizens raised a concern. When I realized the theft and forgery had occurred, I contacted Citizens immediately. When I contacted them, I had {$15.00} in my account. I was told by Citizens that my account was frozen due to the fraud, and no money would be allowed to be charged/withdrawn. Citizens continued to let charges go through until my account was negative, and then charged me ridiculous overdraft fees. Citizens has threatened to negatively affect my credit score as well because of the negative balance. I was informed that according to their policies, I would immediately be refunded the last 30 days of fraud. That was last XXXX 2015 and I have yet to be refunded anything. I have repeatedly contacted Citizens Bank and demanded my money back and they are giving me the run around. I am a single mother and I worked hard for my money. They allowed over XXXX obviously forged checks to be cashed on my account and wo n't take responsibility for failing to follow their own internal procedures and provide a reasonable protection of my money.
Company Response:
State: NH
Zip: 03833
Submitted Via: Web
Date Sent: 2016-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Started a request to consolidate credit cards beginning of XXXX 2016. Two months and about {$1000.00}. later which includes about {$100.00} in fax fees we give up. Nothing but request upon request for money and paper work.
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2016-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-04
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I received an offer from Citizens Bank for {$500.00} to open a checking account. I opened the checking account, met the offer requirements, and then waited for my bonus. Citizens has never paid me the {$500.00} bonus, citing " internal reviews '' every time I go to the branch to ask about the bonus or follow-up on payment. Meanwhile, I 've been charged {$20.00} per month in service charges while waiting for this bonus for approximately 8-9 months.
Company Response:
State: PA
Zip: 15241
Submitted Via: Web
Date Sent: 2016-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This matter is related to a HE Loan held by Citizen Bank ( aka RBS Citizens ). In XXXX, approximately a week prior to the auto debit date of the loan I submitted a form through the local branch to change the auto-debit account. Unfortunately, Citizens bank incorrectly keyed the account number which resulted in my loan payment being delinquent. I received a call from Citizens Bank Loan Operations and after several follow up calls and verification that they had incorrectly entered the account number, Citizens Bank ensured me that everything had been rectified. I insisted on them taking a payment over the phone which they reluctantly agreed to waive the fee for processing. The following month I noticed that the auto-debit payment had not been withdrawn and subsequently received a call from Citizens Bank. After discussing the issue I was told that they would correct the error and fix the system. Subsequent to the call confirming that they would take care of the situation, again! I received several more calls and a delinquent notice. Facts confirmed by Citizens Bank 1. They had entered the account number incorrectly 2. Several different loan colleagues confirmed that the situation would be rectified 3. Once the system was updated with the correct account number they failed to actually instruct the system to initiate the auto-debit 4. I have opened XXXX cases and was told that everything was rectified and the payment would be back dated to the original due date. This never occurred and I received another call and a delinquent letter.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2016-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband and I had a mortgage loan with XXXX and a XXXX mortgage with CCO Mortgage. We were in our home ten years and was never late on a payment, not once. I was laid off my job of 21 years and asked over an over again to refinance. I was told no by XXXX. During this time the payment went up over XXXX dollars because of the type of loan. That is one of the reasons we wanted to refinance the loan before this happened. We were also told you have never missed a payment so they are not going to help you refinance. We used all of our savings to keep things current. We tried next to do a modification and was told the same thing. Once they realized we were going ahead with the modification the loan was sold to XXXX, than the problems really began. I started back working at half the salary so it was hard catching up. While processing the modification XXXX continued to say they either did not receive documents or they needed them again. This happed every time we would send the documentation, they would say it was received to turn around and say they did not have it. This went on for over a year before they finally said no to the modification. We decided to do a short sell on the home. We have had XXXX offers. One was XXXX XXXX short of what they wanted so they said no. The second was a cash offer for more than what they asked. CCO would not agree to the short sale and kept things in limbo, meanwhile they stated they did not care if we foreclosed on the home or filed bankruptcy. The couple buying the home needed to close soon because she had XXXX. CCO would not agree with any option that was put out there so the couple found another home. The next day CCO called and said they would agree after we made a complaint but it was to late. A week later we received a third offer for over the amount asked. The persons buying the home ask if they can close as soon as possible ( within 45 days ) because they are closing on their home. Now XXXX continues to drag and now decided they want more money. How can you keep doing this. It is as if they do n't want to really sell the home. This has gone on now for a year and a half and is affecting my health. They have not returned my calls and know that the family wants to close soon. I am not sure what to do next. We had excellent credit and always say our bills. We would like to sell the home so that we can move on. We do not want it to go the house to go into foreclosure. I will be looking for a lawyer tomorrow.
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2016-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No