Date Received: 2015-10-16
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have had a checking account at Citizens Bank for many years. In the past year the statements are not correct. Last winter I spoke to XXXX different service reps and they could not help. More recently I spoke to another service rep who started to help and then said it was too much work. Lastly I met with a rep who after spending considerable time with me borrowed my ledgers for several days and then said after going over the bank figures and my figures could not find the mistake. There is a difference of about {$200.00} in their favor. I can not close the account until a lot of checks clear or until this difference is settled. Meanwhile I will not do any more business with them. I have opened an account with another bank but I need to take the money out of Citizens.
Company Response:
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens Bank continues to charge overdraft fees to my account and yet their balance does not reflect my being in the negative on my account ... I am aware that I have overdrafts before and i have paid those up ... but it seems now every time I make a deposit now I am getting charged these fees like they have somehow flagged my account as " get this XXXX '' ... .when you speak to them they give some Mumbo jumbo about how the bank statement does not reflect the deposits and negative balance always ... .so wait you mean to tell me they as a bank ca n't even keep track properly
Company Response:
State: PA
Zip: 15132
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have XXXX different accounts with Citizens Bank and I transfer money daily into my other account because my other debit card got compromised and had to wait to get a new XXXX, so I had XXXX $ to pay my XXXX cell phone in the account but in the process if I had to pump gas or pay anything else I immediately would transfer the money but I still got hit with a XXXX $ overdraft fee for an check that came through for XXXX $ which was my daughters school pictures which I did forget about because that check I gave to the school in XXXX and they just cashed it on the XXXX of this month and the bank does n't want to help me reverse the overdraft fees. Can you please help me resolve this issue seeing I am XXXX with XXXX children under XXXX. I do n't think it 's fair what they 're doing. I have a savings account also with XXXX $ in it I constantly transfer which they see but wo n't help me.
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-13
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: In XXXX 2015 I applied for mortgage refinancing to Citizens Bank. I sent all information and I disclosed everything in writing. During this time I got a better offer from another mortgage company, but I was told by the loan officer XXXX XXXX their policy is to match all offers, to get the business. The process was very slow, and we provided all the required information with no delay. Loan officer assured us that we are all set with the application and we need to pay the appraisal fee in the amount of {$470.00}. The appraisal report came after one week, but with wrong information ( only half of the house was appraised XXXX sq.ft instead of XXXX sq.ft ). Right away we contacted XXXX XXXX, our loan officer, and again we were assured to keep going with the process and correct this after we will obtain the refinancing ( in his opinion to correct the appraisal report will slow down the approval process ) .After couple weeks, the application was denied and my fee of {$470.00} never returned to me. We were trying to contact XXXX XXXX by phone or email and he never responded to us. In this situation we manage to reach up to the manager of that department - XXXX XXXX. He understood our situation and he assured verbally and by email that we are entitled to get our many back ( see attachment ). Couple times we were told that we neglect to check our credit card, because the money are returned already. Also we had a XXXX way call with XXXX, us, and our credit card company representative. After 4 months XXXX XXXX, XXXX, XXXX, XXXX ) of communication with XXXX XXXX we did not get our money back and now, like the loan officer he stopped to respond to our emails or phone calls. At this point we feel like we need help from your bureau to get our many back. Regards, XXXX XXXX XXXX home
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2015-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I closed XXXX bank accounts with Citizens Bank RBS. After I closed the accounts, deposits were made electronically into those accounts without my knowledge keeping the accounts open. Citizens Bank never sent me a statement of any kind for years while they drained the accounts with maintenance fees. Once XXXX the accounts went negative on maintenance fees, they finally sent me a letter indicating I needed to pay the negative balance. I 've spent a lot of time talking to a lot of people to resolve this, but Citizens hides behind its electronic statement agreement that the statements were posted to their site and I should have accessed them. However part of that service includes email alerts when the statements posted, and those were turned off during the closing process of the account, so I never got any indication for years that these accounts existed any longer. Citizens refunded 10 % of the fees they extracted and refuse to help any further. I do n't understand how a bank can have my money to make money with while at the same time charging me maintenance fees for years and never sending me a statement of any kind for regulatory purposes.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2015-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I owned a home in XXXX XXXX, Nevada which I subsequently lost in foreclosure. The home had XXXX mortgages, XXXX with XXXX XXXX XXXX and a XXXX with Citizens Bank for approximately {$36000.00}. My complaint focuses on Citizens Bank only. I was frequently called because my monthly Citizens payment was n't made or was tardy. I later stopped paying it because I was going through foreclosure. The bank called on one occasion and I told them I was going through foreclosure. I held a Certificate of Deposit of approximately {$13000.00} at Citizens Bank as well as a personal savings account of approximately {$1300.00}. A few days after mentioning to a Citizens Bank caller that I was going through foreclosure, I went to the bank to transact some banking business and discovered that the bank had debited my my entire savings as well as my Certificate of Deposit ; a sum totaling nearly {$15000.00}. I do n't know if the bank had a legal right to TAKE my money as they did. That 's why I 'm filing a complaint. This happened around XX/XX/XXXX/XX/XX/XXXX of 2010. I 'm contacting your agency because I read in the paper a few month ago where your agency forced or fined Citizen Bank several XXXX of dollars because of something they illegally did. This caused me to wonder if what they did to me was also illegal. If it is subsequently discovered that Citizens had a legal right to debit my accounts without my knowledge, I will then accept that and no longer pursue a complaint.
Company Response:
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2015-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My family I lived in the XXXX XXXX area all of our lives and I personally want to spend my retirement years in our XXXX home. I have seen good times and bad due to the economy and had been struggling in recent years due to a short-term job loss. Like you, I have provided XXXX. Unfortunately, I may be forced out of my home by my mortgage note holder, Citizens Bank since they have not been willing to work with me to retain my home. The only communication I have had with them is how much I owe on my mortgage and how to pay them. They have no interest in helping me and it appears as though they just want to take my home away via foreclosure. I have tried to obtain an affordable loan payment, but my requests for assistance have been ignored. I have a government insured loan and I am being denied access to options that are supposed to be made available. Further, I am certain that Citizens Bank would see clear to help me if I could engage someone above the line staff level to resolve my mortgage issues. I would like to see if you could help me speak with someone who can understand my problem and get the ball rolling on resolving my mortgage. In XX/XX/XXXX, Citizens Bank added {$310.00} per month to my regular payment. The payment climbed from {$450.00} to {$760.00}, no warning, and no type of correspondence providing this change in payment will take place. When I first applied for the purchase of my new home. I jumped through hoops trying to get qualified. They ran my credit, verify my household income, requested my paystubs and income tax return for the last two years. My application was fully documented. The underwriter reviewed my present financial situation and qualified me for a certain loan amount based on my yearly earnings, expenditures, to XXXX that fit my budget. XXXX XXXX if I went through all the red tape to qualify keeping me at an affordable mortgage payment and purchase price range. Why would they make a decision to increase my mortgage payment, if I knew this was going to happen? I would have never applied, and avoided the predicament me and my family is in. At the time my job cut my hour 's temporality. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, MI XXXXXXXXThis is what caused my mortgage delinquency. I showed good faith and tried to get back on track with my mortgage payments. By providing partial payments, for {$1300.00} from the {$4000.00} that I owe, back in XX/XX/XXXX. They demanded the lump sum paid in full, and Citizen bank refused any more partial payments, thus I could n't afford this caused me to fall further and further behind.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-07
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: About a month back, I called customer service at Citizens Bank and asked for help with getting into my credit card account. It turned out that they would need to send me a replacement PIN for the account. I was told 7 to 10 bussiness days. That date has come and gone twice over. I have gone to the BBB and received little from customer service, in the direction of conflict resolution/customer service. My suggestion was : A rep from customer ser. of XXXX. Bank can send me a personal email and ask me what is needed. Soon after all would likely be on the up and up ... Yet they decided to respond by saying that they would send something to me " snail-mail '', which could very well be ~ & gt ; the " issue ''. At present, as of today, as far as the BBB is concerned - & gt ; XXXX. Bank has " addressed-the-issue '' ... Weak ... And that describes " customer-service '' at Citizens Bank ... Will you help le get this PIN? Once I do, I will be able to use this credit card, if needed ... Professionally, XXXX. XXXX XXXX XXXX XXXX
Company Response:
State: ME
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is the fifth time I 've complained to the cfpb about Citizen 's Bank, my loan number XXXX. Nothing has been resolved, corrected or done and they continue to harrass me by telephone ( I filed a cease and desist letter to them via certified mail on XXXX XXXX, 2015 -- it was signed for by " XXXX XXXX '' on XXXX ). This time, they cashed my check on XXXX XXXX, 2015 and it was posted to my bank on that date -- yet I 've received XXXX phone calls on my cell phone XXXX XXXX and XXXX and XXXX at my place of business on XXXX XXXX. Not only did they have my mortgage money, they have ignored the cease and desist letter. I have been written to by XXXX XXXX, of the Office the Chairman -- her direct phone number is XXXX. She never is at her phone, never returns phone calls and sends silly letters out stating that they are " researching the matter within 15 days. '' I would like to know another agency with more strength than yours, for me to contact regarding their harrassment, oversights and just plain ignorance of the federal laws. If you direct me to engage a lawyer, please advise me first of an attorney general, federal or state, that would first listen to my complaint. These calls are causing me intense stress. I have been waiting on the phone now for a " customer service specialist '' from Citizen 's Bank for XXXX minutes and have told them that I am notifying your agency again. They have said at XXXX. XXXX time on XXXX XXXX, 2015 that they are " escalating the call ''. I am asking your agency to intervene and help me before, at my age of XXXX, I suffer XXXX from the stress they are putting me under.
Company Response:
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2015-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-01
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account with citizens bank in XX/XX/XXXX at XXXX pa there was an offered during that time if you open a checking account you will receive XXXXbucks after 6 weeks of having the account opened I kept calling and they kept pushing the dates back they gave me a letter saying I shall receive funds by XXXX XXXX and I called the branch and no one knows what happened to my offered and they told me directly over the phone with they know if issued me the offered,. This is complete false advertisement and fraud..
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2015-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No