Date Received: 2015-11-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I 've been a customer with citizens for years I manage my account very well I have a high credit score. I logged in and saw past 7 weeks I been charged XXXX $ in fees but I ca n't figure out how and why. My math and log ins were spot on I did n't miss anything. I went into the bank called XXXX supervisors and they said I 'm lucky they gave me XXXX $ back which was XXXX of the XXXX charges I concurred. Yet NO ONE CAN PIN POINT EXACTLY WHY THIS HAPPENED!!! I 'm sickened by this as I DID NOT make a mathematical error or forget to log in XXXX They said " we have next day funds available '' but then said maybe it because checks did n't clear but no one can tell me what checks did n't clear and when!!! I 'm looking for proof of what happened precisely and hitting blank stares and I dunno how to help u more. I feel I 'm being toyed with and need help this is robbery and a scam of the banks! They used to send letters but said now they do n't u have to look online so thy make it even easier for any mistakes to happen! This is not protecting ur money or interests it 's preying upon the weak or busy or unknowledgable and making them confused so they give in to this XXXX dollar scam! Please help
Company Response:
State: RI
Zip: 02891
Submitted Via: Web
Date Sent: 2015-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-19
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens Bank : I opted in to recieve overdraft protection from the bank and within a week I called in and opted out of the protection. After opting out They allowed a preauthorized purchase that i did not have enough funds to cover in my checking and took the funds from my savings account to cover it. This wiped out my checking account and XXXX more purchases were allowed also being taken from savings account. i was charged the overdraft protection fee {$6.00}. on the first XXXX, on the last charge they allowed, i was charged an unprotected {$35.00} charge. Though I opted out they allowed the preauthorized charge even though there were insufficient funds. This all takes place in less than a months time.
Company Response:
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2015-11-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-19
Issue: Billing disputes
Subissue:
Consumer Complaint: My account was hacked and a card with my number was used to make unauthorized purchases at a XXXX store, in the amount of {$70.00}, in XXXX, Michigan on XXXX XXXX, 2015. While Citizens Bank credited the unauthorized charge back, they failed to accurately credit my account for finance charges. I paid off all new charges monthly, yet continued to be assessed finance charges. I have had numerous phone conversations with Citizens personnel and written numerous letters. I finally cancelled the account on XXXX XXXX, 2015 due to their poor service. My most recent and final statement contains an erroneous {$11.00} finance charge and an unauthorized charge of {$74.00}. I have written a letter to Citizens identifying these items.
Company Response:
State: MI
Zip: 48236
Submitted Via: Web
Date Sent: 2015-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX I entered into a Modification Agreement with RBS Citizens Bank, in which I promised to repay the outstanding balance over 30 years at a fixed rate of 5 % APR. My principal balance of {$99000.00} would be payable over the next 360 months in equal payments of {$530.00} which includes any interest accured during the billing cycle. My first monthly payment at this new amount would begin XX/XX/XXXX. I have now made XXXX monthly payments of {$530.00} of which none of the payments are going to my mortgage. Citizens Bank has added on to the agreement an " accrual adjustment '' of {$6400.00} and also are charging me a " Discharge Fee '' of an additional {$28.00} every month. None of these charges are in my agreement or ever talked about. When I contacted my branch in XXXX as to what was happening, they made several phone calls of which nobody seemed to know what to tell me. Another phone call was made when I approached the bank the next month because I did n't hear from anyone. After doing this for several months, I finally got a call back from Citizens Bank and was told I would hear back within 24 hours. As of XXXX XXXX @ XXXX, I have never heard back from the bank. XX/XX/XXXX my attorney filed a formal " Notice of Error '' pursuant to XXXX XXXX and have not had a response to this Notice of Error from Citizens Bank as of this day, XX/XX/XXXX. I need your help again ... At XXXX years young XXXX, I do n't need this horrible treatment from a bank that I have been a customer for the past 32 years. This bank advertises " We 're committed to you '' ... ..I do n't know who " you '' is but it certainly has n't been me.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2015-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-17
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: We paid off our loan and the bank says that they mailed our title to and old address. The bank stated that we did not update the new address information in time to get the title mailed to the correct address. We did receive a letter congratulating us that we had paid off our loan to the correct address. I mailed the payoff check to the bank 2 days before we checked to make sure the address was right. So obviously the postal service runs really fast or Citizens Bank 's systems do n't work as well as they should. We have called several times with no single person having any real knowledge of what 's going on. We have had the worst customer service I 've ever had. I seriously believe that Citizen 's Bank hires the people that the cable company would n't hire for customer service. I contacted the person that now lives at the old address and they have not received anything from Citizens Bank.
Company Response:
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2015-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-13
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I contracted with a home builder to build a new home. The mortgage company ( Citizens Bank ) requested that I let them know when the house is 75 % complete so that they can order the appraisal. On XX/XX/XXXX, I notified them that the house was XXXX % complete. I do n't know exactly when the appraisal was ordered, but I learned the day before our scheduled closing ( which was to be XXXX/XXXX/15 ) that there were problems with the appraisal, and the appraiser needed to complete some steps before closing. I managed to track down the appraiser 's email address and phone number, and contacted him to complete his appraisal. According to the appraiser, he did his appraisal, submitted it, fixed it upon request from Citizens Bank, and re-submitted. Citizens Bank did not have their job complete for our scheduled closing on XX/XX/XXXX, so the closing was delayed. I then had to reschedule appointments and deliveries that were to be handled on XX/XX/XXXX. I delayed them to be the next day. I also learned that the builder has a {$500.00} per-day fee that they will enforce for closing delays. They waived the fee for the first day delay. Since XX/XX/XXXX is XXXX, and a bank holiday, no progress was made that day. But we were assured it would be handled Thursday, and we could close Thursday afternoon. Mid-day Thursday, it became apparent that the closing would n't happen Thursday either. I again rescheduled appointments and deliveries from Thursday to Friday. By the close of business on Thursday, I was told that the appraiser still needed to submit some information to the bank. So essentially - no progress was made Thursday, either. We rescheduled the closing for Friday at XXXX. Early Friday morning, I drove to the house to take pictures that the appraiser needed to submit, and sent them to him to help move the process along. It is now noon on Friday, and the appraiser just told my real estate agent that he just now heard that he needs to submit pictures. It 's clear that we will not be closing today. I have family coming from out of town tomorrow to help us move, and it seems we will not be able to do that. There are now more deliveries that I need to reschedule again, certainly with financial penalties at this point. From my point of view, there has not been any progress on the appraisal since last week. The appraisal was ordered so late that it needed to go perfectly to avoid delaying the closing. But it did n't go perfectly. There were problems, still unresolved, and nobody can say when the closing will happen.
Company Response:
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2015-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Dear Sir or Madam : Citizens Bank has not acted in good faith. The alleged " default '' or " delinquency '' was not occasioned through any fault of the undersigned Borrower. The interest rates he has paid for the many years since XXXX concerning the alleged loan terms, have been higher than the market rates throughout those years. Borrower believes the alleged loan terms are no longer valid. The Bank had denied a prior application to refinance for no apparent reason or any explanations several years before his latest appeals and applications beginning in XX/XX/XXXX. Bank has been advising Borrower in various accounts since XXXX, including his investment account. Borrower is XXXX on Social security, has XXXX children in college on borrowed monies and expenditures. His financial problems began XX/XX/XXXX after wife separated. Bank is now pushing for foreclosure, which would render Borrower and his family homeless. Bank has acted in bad faith at cross purposes in a dual capacity - both as investment advisor and debt collector! XX/XX/XXXX Borrower met with Bank consultant for financial advice. Upon suggestion of the consultant and with his direct assistance, Borrower applied for refinance and debt consolidation from the Bank. Soon thereafter the Bank erroneously assumed that the Borrower had defaulted, without any factual basis. The Bank denied debt consolidation at a reduced interest rate, unfairly refusing to accept any payment against principal and alleging a bad credit of the Borrower, without any foundation. Since XXXX XXXX Borrower 's Applications for term modification have been denied. The Bank having refused to accept any payment in satisfaction of alleged debt, in whole or in part, and further aggravating Borrower 's financial standing based entirely on false reports which have irreparably damaged his credit standing. Therefore, Borrower respectfully submits that there is no interest, penalties or costs or ANY debt due and payable. Borrower makes this statement based on the fact that the Bank has FORFEITED its claim - in the absence of a complete accounting of ALL payments tendered by the Borrower since XXXX, which far exceed Bank claims for an alleged loan balance. Borrower is not in Default. Default or delinquency, if any, has resulted entirely from the Bank 's fault and its bad faith in failing to timely and reasonably respond to Borrower 's record of payment and numerous requests made through telephone calls, emails, letters and formal applications, including numerous meetings he has had with Bank representatives, to no avail. Borrower believes he has timely paid all of his obligations to the Bank. The Bank 's allegation of default or delinquency is not substantiated. Further, Bank has discriminated against Borrower on the basis of his alien national origin becuase of his XXXX background. He is XXXX a US citizen. He legally entered the United States in XXXX XXXX. Borrower requests assistance to prevent foreclosure so that he may live at his residence in peace and with his family. Thank you, XXXX XXXX
Company Response:
State: PA
Zip: 19008
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Opened an account with substantial funding. XXXX rep told me that if I added $ XXXX the interest rate would stay at 1,35 % for another 6 months. I did, but instead, they reduced the rate to 0.27 %. I contacted them and told them that I did not agree to this interest rate and that they should close the account and send me my money back. They kept promising to fix this " mistake ''. Nothing happened even after almost 3 months of my attempts and utmost frustration. I asked them to close the account and send me my money and they failed to do that after several months. In the meantime I am losing money, since I could have invested it in good investment opportunities. So at this point I consider their act to be that of criminal, unauthorized possession of my money. Awful bank, awful lying personnel that does not give a XXXX about their customers. I am at a point of asking an attorney to file a criminal complaint in federal court over this issue that any normal bank would handle in one day. Malicious idiots, crooks and thieves is the best description of their personnel.
Company Response:
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: XX/XX/XXXX I opened a checking account online with Citizens Bank using promotional code XXXX. The code offered a {$150.00} bonus if the following terms were met : '' You must open your first new personal checking account between XXXX/XXXX/2015 and XXXX/XXXX/2015. Primary signer on the new checking account may not be or have been a primary or secondary signer on any personal checking account within the previous six months. Offer may be withdrawn without notice and can not be combined with any other checking offer. Offer only available to the person who receives this email, and the new account must be open and in good standing to qualify for this offer. To earn the {$150.00} bonus, in addition to making an opening deposit ( minimum account opening balance varies ), make any additional deposit to your new checking account within 45 days of opening your new checking account OR make a minimum of XXXX debit card payments or purchases that post and clear your new checking account within 45 days of opening your new checking account. Qualified debit card payments and purchases include signature and PIN based debit transactions through a third party web site and in person directly at a merchant. Online Bill Payments and ATM transactions do not qualify. Bonus will be deposited into your qualifying checking account within 145 days of opening your new checking account and will be labeled as " Balance Builder Bonus. '' One bonus per customer. Bonus will be reported to the IRS. " My opening deposit was completed on XX/XX/XXXX and my additional deposit was completed the following day. In XX/XX/XXXX I sent the bank an email using their secure messaging system about the timing of my bonus and received the following response : Dear XXXX XXXX, Thank you for your inquiry regarding a promotional offer. It is our pleasure to respond to your inquiry. If you are referring to the offer in which, {$150.00} will be granted for making an additional deposit after the opening deposit or by making XXXX qualifying debit card payments or purchases, qualifying accounts will be credited by XX/XX/2015. The qualifications are as follows : Open a first new personal checking account between XX/XX/2015 and XX/XX/2015. To earn the {$150.00} new checking bonus, in addition to making an opening deposit ( minimum account opening balance varies ), make any additional deposit to your new checking account by XX/XX/2015 or make a minimum of XXXX qualifying debit card payments or purchases that post to and clear your new checking account by XX/XX/2015. Qualified debit card payments and purchases include signature and PIN-based debit transactions through a third-party website and in person directly at a merchant. Online Bill Payments and ATM transactions do not qualify. When XX/XX/XXXX came and went without my bonus being received I called customer service and was advised it would be in my account XX/XX/XXXX. When this did not take place either I called back and the representative transferred me to the Fraud Investigations Department instead of the marketing department to assist me. At this point I hung up up the phone and sent several emails requesting the bonus but to no avail. I am outraged at the fact that this bank thinks they can take advantage of consumers by not honoring their promotional offers and request an immediate resolution.
Company Response:
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Can't repay my loan
Subissue: Can't get flexible payment options
Consumer Complaint: I need to refi, extend term, etc on my student loan to make my repayment more affordable. I am a min wage person. I did not graduate from my school XXXX XXXX but have been struggling to keep making payments which I have been doing for over six years. RBS Citizens is my lender. I have tried to contact them but have had NO RESPONSE. I can pay some just not under the current payment terms.
Company Response:
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No