Date Received: 2015-08-27
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens Bank charged extortionately disproportionate overdraft fees when I overdrew the account by {$4.00}. Some of the fees were inconsistent with the policy. This is the chronology of events:XXXX overdraft of $ XXXX overdraft fee ( {$35.00} ) & lt ; = should have been waived by " overdraft pass '' XXXXXXXX overdraft fee ( {$6.00} ) & lt ; = fee starts too XXXX overdraft fee ( {$6.00} ) & lt ; = XXXX business day ( when sustained fees may start ) XXXX overdraft notice receivedXXXXXXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) XXXX payment initiated at other XXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) XXXX overdraft fee ( {$6.00} ) There is an " Overdraft Pass '' feature, which states : '' If you overdraw your account with a transaction of {$5.00} or less we will not charge an Overdraft Fee. '' ( XXXX ) So the fee for {$35.00} should not have been charged. Also note that the daily fees started a day sooner than in the terms : " If your account remains overdrawn for 3 or more consecutive business days, on day 4 we will start to charge a Sustained Overdraft Fee of {$6.00} per day for each day it remains overdrawn ''. In my case the daily fees began on the third day, not the fourth. Also note that in the end XXXX more fees accumulated /after/ I sent a deposit to make the account positive. For XXXX of those days the money was in limbo, absent from both accounts. In the end I was charged {$90.00} for an overdraw of {$4.00}. That 's a staggering 2,261.7 %.
Company Response:
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-26
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account with Citizens Bank XX/XX/XXXX with {$5000.00}, explaining that I wanted an interest-bearing account but did not intend to draw on the account at all. I was told that a " Money Market Account '' was appropriate and that, to avoid the imposition of fees, I should arrange to have my monthly statements emailed rather than sent via regular mail. I completed the paperwork and subsequently received statements by email, although I did not review them carefully because I knew I had not made any withdrawals ( or deposits ) to the account and expected the balance to remain stable. XX/XX/XXXX I received XXXX letters by regular mail from Citizens Bank advising that an " inactive account processing fee '' of {$50.00} would be assessed and the account funds transferred to the XXXX of XXXX based upon " unclaimed property law. '' I brought the letters to my local branch ( the same one where I had opened the account ) on XX/XX/XXXX. I was told, in essence, that my account balance was approximately {$4200.00}, having been assessed " relationship fees '' of $ XXXX/month and " inactive account fees '' of $ XXXX/month since the account was opened. When I spoke with the manager, he credited my account only XXXX months ' worth of fees ( {$67.00} ) and blamed me for not having read my statements more carefully. I closed the account immediately and was handed a check for {$4200.00}. On XX/XX/XXXX I sent a letter of complaint to the Chairman and CEO of Citizens Bank in XXXX, XXXX requesting a refund of the {$720.00} in " fees '' taken from my account along with the interest I should have earned on my {$5000.00} deposit for 3 1/2 years. I received a voice mail message from " XXXX in the Office of the Chairman '' on XX/XX/XXXX. I returned her call on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX leaving voice mail messages each time. She finally called me back the afternoon of XX/XX/XXXX and advised me that the very most she could rebate me was {$240.00} ( XXXX months of " relationship fees '' and XXXX months of " inactive account fees '' ) and that she would have to re-open my account to do so. She also informed me that this was my only option to obtain redress, and that this was the " highest level '' at XXXX to which my complaint could be brought. I received a call today ( XX/XX/XXXX ) from " XXXX in the Office of the Chairman '' to advise that the check for {$240.00} was on its way, my account had been closed according to my instructions and she " just wanted me to know the outcome. '' Unfortunately, I know the outcome all too well -- I am still out nearly {$500.00} in " relationship '' fees that Citizens Bank can not possibly justify.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2015-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-26
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened a new bank account with Citizens Bank on XXXX. I went to a branch on Saturday XXXX and deposited my check with the teller XXXX. XXXX told me I would have access to the funds on Tuesday XXXX, but woke up this morning to the check being placed on an extended hold. After calling the customer service line I was told to go to the depositing bank and that is what I did. I waiting from XXXX until XXXX for XXXX the branch manger. She told me it is not the responsiblity of the teller to advise me of the 5 business day hold and also that he is new. The responsiblity is the banker who opened my account.
Company Response:
State: MA
Zip: 02119
Submitted Via: Web
Date Sent: 2015-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-25
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I had a customer trade in a vehicle at my dealership XXXX/XXXX/XXXX and I sent a payoff check of which RBS Citizens cashed. The title to vehicle is an electronic title and since my initial contact with Citizens bank they have given me the run around. Up until XXXX/XXXX/XXXX when XXXX XXXX was able to provide a lien release letter, there has been no help or resolution. I have left two messages with no call back XXXX. As it stands the lien release letter does not work for electronic titles. It is now XXXX/XXXX/XXXX and Citizens has had my money since XXXX/XXXX/XXXX. RBS Citizens has been unwilling to take the proper steps to release the electronic title and I am asking assistance from your organization in hopes that you can get the desired results. Below is all the information of accounts and contacts all of which other than XXXX XXXX have accomplished nothing after hours of phone calls and multiple messages : Customer who traded car in : XXXX XXXX XXXX XXXX XXXX XXXX # XXXX RBS CITIZENS BANK XXXX CITIZENS BANK XXXX ACCT NUMBER XXXX Over night payoff check to them on XXXX XXXX XXXX Signed for by XXXX XXXX RBS CITIZENS Contacts with whom I spoke with over last four months : Last spoke with XXXX XXXX XXXX Office of Chairman XXXX Results- she was able to get a Paper lien Release Paper Lien release is no good for Electronic title XXXX Direct line Electronic Title Division : Main Number XXXX XXXX XXXX XXXX XXXX Multiple conversations and messages left with no results XXXX XXXX ext XXXX Two Conversations and no results *****As of todays date I contacted the State of Georgia and they indicated that RBS Citizens nor their title servicing company has not made any request or action on the title involved. No activity on the title has taken place since XXXX of XXXX when the owner first purchased the vehicle. This indicates that after multiple calls and representatives that no one single action has taken place. The results of this failure to process title in timely manner has cost my company several XXXX dollars in lost revenue due to the fact I could n't register the title in the new owners name. I am requesting you assistance and appreciate any direction on this matter. Kind Regards XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2015-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-25
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: There was a deposit made online for XXXX XXXX dollars posted on XXXX/XXXX/2015.. That day I made transactions and according to the ATM receipts my available balance was positive. According to the information online and my statement it reflects that my account is overdrawn. Also, a document that states I authorized the purchase of paper checks when I did not. The banker who opened the account for me offered a promotion that he spoke about so quickly not giving me enough time to read the agreement and, ( according to NY State law, ) orally made an agreement with me stating that if I made XXXX online transactions I would receive the promotion of XXXX XXXX dollars. After going to the branch speaking to the manager he said that the XXXX XXXX dollars was, " like a loan, '' ( which I did not request or authorize, ) and that all I had to do was pay the bank what was overdrawn in my account. He also said that there was nothing he could do about the promotion.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2015-08-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We paid off our Citizens Bank home equity loan in XX/XX/XXXX. We paid off our Citizens Bank HELOC in XX/XX/XXXX. Citizens Bank never sent us discharge notices. Citizens Bank never sent us the original notes stamped PAID. Citizens bank never recorded the discharges with the registry of deeds. Now, we are trying to refinance our current HELOC ( which is held by a different bank ), and we are blocked from doing so because the discharges for the previous loans were not recorded.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-22
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: XX/XX/2015This complaint is in regards toCitizens Bank N.A. ( Citizens One Auto Finance ) XXXX, XXXXI submitted a payment to pay off my loan on Citizens Bank - web pay on XXXX/XXXX/2015. The payment was withdrawn from my checking account on XXXX/XXXX/2015 for {$17000.00}. I spoke with Citizens Bank on XXXX/XXXX/2015 who told me the payment processed and the title was mailed. I received the title and a letter stating the account was paid in full. On a side note, the reason I called on XXXX/XXXX/2015 was to ask why they attempted to withdraw the amount ( {$17000.00} ) again on XX/XX/XXXX and XX/XX/XXXX resulting in two insufficient fund fees ( {$32.00} each transaction ) from my personal bank. These fees were reversed by my bank on XXXX/XXXX/2015 once they realized that the original payment went through, and the latter two attempts much have been a mistake. I received a call a few days ago from Citizens Bank N.A. stating that I was delinquent with my monthly payment, and the money withdrawn from my account on XXXX/XXXX/2015 was reversed because I submitted the final payment online. I was not aware I could not do this. Citizens Bank N.A. is telling me that the payment was reversed and redeposited into my checking account. However, the money was not returned to my account. I have a bank statement showing that the amount was withdrawn and not redeposited. I was also told the title sent to me is null and void. I think this is poor business practice and terrible customer service. I feel this is a breach of contract. If I could not pay the loan off online, this information should have been provided to me when I called for the payoff. Each time I call they can never find the notes from my previous calls. This is very frustrating and {$17000.00} is a lot of money.
Company Response:
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2015-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-20
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I use XXXX to download my monthly bank statement via web connect and import it into the program. I purchased the program in 2010 and have been billed by Citizens Bank {$9.00} every month since then without my consent or knowledge. The fee is not labeled on my Citizen 's statement and I thought it was a " phone '' use payment ( and is marked as such in my XXXX files XXXX. I finally called and visited the bank about this today to help me identify the source. The gentleman there called into the company and stated it was a quicken fee. I did a little research when I returned home and realized it is a bank fee for the online bill paying service. I do not use bill paying, only web connect, and never signed up for it anywhere. See the instructions Citizen published info on its website regarding signing up for this service. ( XXXX XXXX ) ( this is for pc but there is a similar one for XXXX XXXX. I then called into the number on that page and another person said I should be checking my monthly statement and he would reimburse me only two months.
Company Response:
State: MA
Zip: 01701
Submitted Via: Web
Date Sent: 2015-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In 2006 I applied for a home equity loan from XXXX XXXX Bank. XXXX XXXX Bank committed fraud in the origination of this loan because it charged me more fees as an XXXX than that of XXXX borrowers. XXXX XXXX was sued by your agency and paid a settlement. RBS Citizen bought the fraudulent loan from XXXX ( XXXX XXXX Bank was acquired by XXXX ) and now is suing me to collect.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2015-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-19
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Several times now I have had credit and debit cards cancelled and new numbers issued, with very little explanation or information given by the issuing agent. This has happened with Capital XXXX, a XXXX Debt card in the past year and multiple times with Citizens Bank XXXX Citizens XXXX. To be specific for this complaint. Yesterday I tried to use my Citizens debit card to buy gas at a local station. The card was declined. The manager thought it was the processor on his gas pump and had me switch pumps. Card declined again. He had me come in to the store and he tried manually - card declined. Finally I pulled out a 20 % interest credit card not related to Citizens and paid for gas with that. This morning I contacted Citizens and was told that my card was " flagged '' because of some sort of breach and used terms that were very generic like " suspicious activity. '' I have seen nothing on my statements or online account information ( I check my account online almost every day as a rule ) involving unauthorized charges. I was given a supervisor who worked with me to allow two charges to be reprocessed, but also told me my newspaper subscription attempt had been declined overnight, and contacting the newspaper to recharge would have been time consuming - she wanted to get me my new card " overnight. '' I asked WHO used my card or attempted to use it, and/or which company that I trusted with this information was breached or hacked. Even when I was given to a supervisor I was told Citizens had no information, that XXXX was the entity directing the card be cancelled and replaced. Before I hung up, I asked about another account with the bank and was told that THAT debit card - a second card with a second account - was ALSO " flagged '' to be replaced. I contacted XXXX and was told that they could connect me to Citizens to explain how the cards were compromised. Citizens blames XXXX, XXXX blames Citizens and I ca n't learn the manner my account information was " compromised '' and in what way. I understand that hackers break into banks and vendors and steal numbers. I want to know WHICH bank or vendor was vulnerable. I believe it 's my right to know ; that if I am to be careful or cautious I have a right to know how this happened. Furthermore, if we are looking at patterns here, it will keep happening and when it does, I want to know when, who, and how. I am asking that your agency direct XXXX or Citizens, XXXX responsible for my accounts, to give me this information. I believe there needs to be clear policy about these situations. As the person who is trusting these entities, I have a right to know when the trust is violated. I am providing you with scans of the two cards that were canceled. If you need my bank account numbers, I am happy to provide those numbers. I am also writing to my senators and congressman to ask them to consider some sort of legislation that provides us with the ability to access this information without spending hours on the phone and resorting to complaints. I spoke with my AG 's office and their Division of Banks and was told that if it was a bank they regulated, I could file a complaint and the bank would then be compelled to give me the information. I hope the process is the same here. I understand that the companies involved are concerned about their reputations, but as the consumer, I believe I have - or should have - the right to know.
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2015-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes