Date Received: 2015-11-10
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Someone opened a unauthorized car policy in my name when my wallet was stolen I also noticed that they have been using my bank account as the funding source I did n't notice at first until my account balance was extremely low I then carefully reviewed all myTransactions an found XXXX transaction for the general car insurance company. I called citizensBank immediately an reported the transactions as fraud then I was advised to contact the general insurance company an report the account as fraud soI did and both companies are doing a investigation. I want my money back because this was unauthorized an this is ridiculous I 'm so XXXX!
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2015-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-10
Issue: Billing statement
Subissue:
Consumer Complaint: Citizens Bank credit card statement shows the balance as of the day before but not actually the amount due. It does show the credit limit and the amount of credit available but not the amount due on the due date. The consumer feels compelled to pay the current balance shown. The charges shown are not the ones falling into the billing period. A few months ago I spent significant time trying to find the amount actually due and finally did but this period it is impossible.
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2015-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-09
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 I made an online ACH payment for my student loans. I called the Citizens Bank XXXX online teller system that evening to verify my checking account balance, and discovered that this transaction caused an overdraft of {$47.00}. Early the next morning I made a {$50.00} cash deposit around XXXX The deposit revealed my account balance was now {$2.00}. Later that evening on XXXX XXXX I again verified my checking account balance using the automated teller system. This time I discovered that the Citizen 's Bank XXXX had charged my checking account an overdraft fee of {$35.00}. I then asked to speak with a manager to find out why the bank charged a fee when my checking had a balance of {$2.00} earlier that morning. The manager, whose name is XXXX responded by telling me that the bank could charger a {$35.00} fee whenever they decided to. I do n't feel that I should have been assessed this fee, in addition to additional fees which followed, since the fee itself created an overdraft from the earlier balance. When I received my paycheck that Friday, XXXX XXXX. These amounts had been deducted. I would like to have the fees removed to resolve this issue. In addition, I did not opt to have the overdraft protection offered by Citizens Bank XXXX, so if my account did not have the funds when I attempted to make a student loan payment online, the transaction should not have gone through as payable. led the toll free banking
Company Response:
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2015-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Bank XXXX XXXX, RI sent me, by US mail, an offer to receive {$200.00} by opening an account and meeting stated requirements. The requirements were : open the account by XXXX XXXX, 2015, make a deposit each month XXXX of which would be a minimum of {$500.00} and the {$200.00} would show on the account after XXXX XXXX. I went to the Citizens Bank at XXXX XXXX XXXX, XXXX, NH on XXXX XXXX, 2015, discussed the offer with Branch Manager XXXX XXXX, opened the account, fulfilled all requirements and now have not received the money. I have talked with Supervisor XXXX XXXX and Bank Officer XXXX XXXX, Sr Advocate. She said she would see to it. The money is not in my account and she has not called me back. I have all the paperwork and pertinent notes and want Citizens to pay as promised NOW.
Company Response:
State: NH
Zip: 03060
Submitted Via: Web
Date Sent: 2015-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-05
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Citizen 's Bank Mortgage ( XXXX ) XXXX incessantly calls my phone numbers starting on the XXXX of every month if the mortgage has n't been paid by that time. Today, XX/XX/XXXX, I spoke with a representative in the morning because I called in to ask why my mortgage payment went up ; I had to ask numerous times to be transferred to someone who could explain the increase before actually being connected with that department because the representative was incessantly trying to pin me down to a date when I would make my payment. When I told him I needed to check my checking account before providing a payment date, he angrily responded, " Well, sir, the phone calls are going to continue then! '' Sure enough, by the end of today, I have by now received a minimum total of 6 phone calls between my cell and home phone from XXXX ( and possibly more ). The messages they leave are 1.25 minutes long and do n't include any talking voices, just dead air space, until the last 15 seconds. When I called later in the evening to inquire about the harassment, another representative was equally as rude as the representative I was forced to speak with earlier in the morning. She was talking over me when I was trying to speak several times, was argumentative, and explained that they could call " 4 times for each phone number '' that they had on file for me. In the end, she hung up on me. It is clear to any reasonable person, based on the conversations today and based on the number of calls I typically receive each day whenever I 'm late on my mortgage, that the phone calls are designed to harass. Clearly, the purpose of the frequent calls is above and beyond pure communication with the customer ( me ) ; they are designed to be harassing and annoying. For this, Citizen 's Bank needs to get an earful from the authorities, and they need to apologize to me. I would also like for them to modify this abusive practice.
Company Response:
State: RI
Zip: 02860
Submitted Via: Web
Date Sent: 2015-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-04
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: The underwriter for our mortgage through Citizens Bank, XXXX XXXX, has deliberately been delaying our mortgage process. The mortgage application was begun in XXXX 2015. It is now XXXX 2015, and we still have received the clear-to-close from the bank. In XXXX 2015, XXXX XXXX finally informed us that there is a termite inspection requirement. She also made a false statement saying that the inspection can not be paid for by the veteran ( myself ) applying for the loan. This is in direct contradiction to federal law ( See XXXX XXXX XXXX ). After informing her of this law, she continued to insist that the veteran can not pay for it. Furthermore, XXXX XXXX waited until XXXX XXXX, 2015, to request the results of the water test, which was performed on XXXX XXXX, 2015, which were also forwarded to her at that time. The test consisted of XXXX XXXX and coliform. XXXX XXXX then requested that nitrites, nitrates, and lead be included in the test, again falsely claiming that this was required by the VA. I spoke with XXXX XXXX at the VA Home Loan Center, who confirmed that this is not a requirement by the VA. After informing XXXX XXXX that I spoke with the VA, she redacted her requirement. XXXX XXXX then requested a structural inspection of the property, once again falsely claiming it is a VA requirement. And once again, XXXX XXXX at the VA Home Loan Center confirmed that this was not required by the VA. After again returning to XXXX XXXX , she then changed her story and stated that the structural inspection is a requirement of Citizens Bank . I asked her why she did not inform us of this inspection at the beginning of the process, 3 months ago, and she did not produce a response. In the beginning of the mortgage process, Citizens Bank informed me we would close on our property in XXXX. I correspondingly made arrangements for my new employer to begin employment at that time. Since we still have not closed on our house, I have been driving XXXX miles a day between XXXX and XXXX County, paying tolls each way. We sold our apartment in XXXX, but since we could not move into our new house, the buyers of our apartment allowed us to continue dwelling there. They finally could not tolerate the delay any longer, and I am now living under my desk in my office, and my wife is living on a couch in XXXX. All of our belongings are in a temporary storage unit.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2015-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-02
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: On XXXX XXXX, 2015, Citizens Bank accepted documents from their customer for a loan refinance. Those documents were stolen from me by their customer and submitted to Citizens Bank without my knowledge or permission. On XXXX XXXX, 2015 I became aware of the theft and contacted Citizens Bank informing them they were not to be used in any type of financial transaction and that they were to be returned. Over the next five days I spoke with, emailed and left messages with XXXX XXXX, XXXX XXXX, Customer Service ( both general number and emergency rapid response ) informing them the documents were stolen and not to be used. Despite knowing the documents were stolen and not to be used, one week later Citizens Bank submitted them to XXXX XXXX for funding a loan. Citizens Bank has been asked the same question repeatedly and they have ignorantly responded over XXXX times ignoring the question. First, I did n't call you before they were stolen to speak with you because I did n't know they were going to be stolen. However, I did call within 24 hours after they were stolen to inform you they were stolen. So do n't respond by saying " you had no correspondence before you received the documents ''. It is not reasonable that I would call you before I knew the documents were going to be stolen. YOU KNEW THEY WERE STOLEN WHEN YOU SUBMITTED THEM TO XXXX XXXX. I do n't care what you knew when you received them from your customer. When you submitted them to XXXX XXXX you were committing Identity Theft. Give them back to me. You sound stupid when you write " I am a third party. '' They only have my name on them, if I am a 'third party ' why do you have them? You are in possession of stolen documents. Give them back to me. The loan you submitted to XXXX XXXX for funding is based on stolen information and according to the XXXX XXXX document contained on their website : Fraud Mitigation Best Practices Single-Family XXXX XXXX FraudIdentity fraud involves someone wrongfully obtaining and using another person 's personal data, typically for economic gain. The documents are mine, they only have my name, they were wrongfully obtained and both Citizens Bank and the borrower gained financially. Citizens Bank added a refinance loan to their portfolio and the borrower benefitted from a lower interest rate. Terminate the loan Citizens Bank submitted because Citizens Bank knew they submitted stolen documents.
Company Response:
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2015-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-02
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I 've been dealing with this for months now I have a fraud alert extended fraud alert and files blocked. I 've been a identity theft victim twice already much to my displeasure. Such a hassle on everheverything I do. Citizens bank is not understanding the meaning of fraudulent charges and has a balance of {$290.00} in an open account in my name after countless hours online and disputes to them and investigation I gave up. I refuse to pay for something I did not do.
Company Response:
State: MI
Zip: 48186
Submitted Via: Web
Date Sent: 2015-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-30
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: XX/XX/XXXX I mailed a letter to the Citizens Bank branch where I first opened my account, notifying the bank to close my checking account and to send me a check for my remaining balance in the mail to the address the bank had on file. I did not receive any communication or a check for about 10 days, so on the evening of XX/XX/XXXX I logged into the online banking portal on Citizen 's Bank 's website to check my account. I found that my account balance was negative and not only had I been charged a {$35.00} overdraft fee, but I was daily being charged a {$6.00} " Sustained Overdraft '' fee each day beginning on XX/XX/XXXX. In the time between when I sent my letter requesting to close my account and when I logged on to my account, an outstanding check that I was unaware of was cashed. I called Citizens Bank the very next morning on XX/XX/XXXX and asked why I was not notified that my account was overdrawn, especially since I had sent a letter requesting closure of my account. I was told that I HAD been notified through the online website, because I had signed up for online banking. The Citizens Bank representative gave me a " courtesy '' refund of the {$35.00} overdraft fee but would not, nor would her manager, refund me the daily charges of {$6.00} for a " sustained overdraft ''. According to Citizen 's Bank, a message in the online portal constitutes notification. I told them that this does NOT constitute notification because it is PASSIVE ; NOT ACTIVE. It requires a customer to take an action on their own behalf to receive the notification ; that being, logging into the bank 's website. I was told that I can change my " preferences '' to receive an email or letter, for example. I had never changed any of the preferences from their default since signing up for online banking. I went to the tab on the webpage to look at my preferences and found that the default preference is to receive no notification of an account overdraft. This is absolutely outrageous. The DEFAULT notification setting should be ACTIVE notification via mail, email or phone/text. If a person chooses to opt out of active notification that is a completely different situation. How much money is Citizen 's Bank making off of charging fees to people who " screw up '' because they were n't aware that the default setting is to give customers no notification upon signing up for online banking!?!? It was ironic that Citizen 's Bank refunded my overdraft fee and NOT the sustained overdraft fees, because it was actually my error that caused an outstanding check to put my balance negative ; but it was the bank 's unscrupulous policy that caused my lack of awareness of my account balance leading to the sustained overdraft fees. Doubly vexing in this situation is that there is another layer to the problem : I active contacted the bank to close my account ; and probably while my letter was in the mail, the check cleared, such that when my letter arrived at the branch, they found my account to have a negative balance and thus did not close it but THEY TOOK NO FURTHER ACTION, SUCH AS TO NOTIFY ME!
Company Response:
State: SD
Zip: 57104
Submitted Via: Web
Date Sent: 2015-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizen 's Bank employee by name XXXX called us on XX/XX/XXXX and offered apply for refinancing of our home equity loan with a lower interest rate ( 2.5 % ). She asked for the last year tax return and my husband 's last XXXX pay stubs. The next day we provided those documents. Now, we are harassed by a woman by name XXXX XXXX XXXX, who tells us what to do ( to pay XXXX amount of money which is disputed because XXXX charged us fees for internet services which we did no use and which came from third parties ). Eventually there was a class action lawsuits filed and XXXX settled. In our case XXXX demanded some of disputed amounts and we refused to pay. Eventually XXXX cut off all services except for XXXX telephone line. at that point it was discovered that XXXX switched our telephone lines making primate line a secondary and the secondary as a primary. At that point our XXXX started to show error message on control panel and we discovered for the previous two years we had a security system for which we paid but which did not have connection to the XXXX. We demanded charges to be reimbursed and complained through FCC but although XXXX committed perjury FCC did not satisfy our request. We switched to XXXX and for the last 7 years do not respond to XXXX offers to switch back to them. No money would be paid out of the disputed amount. XXXX XXXX started to harass us demanded the payment of the disputed amount, additional documents ( XX/XX/XXXX tax return and proof of home owner 's insurance ) which we provided. Now she started to ask about companies we have no idea about and again for documents that we had already submitted. It appears that she does not know what she is doing and we refused to deal with her. She said she would withdraw our application. It appears that because we are foreign born we are systematically are harassed, intimidated, insulted and humiliated by banks in the US.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2015-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No