Date Received: 2015-06-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an online banking account with Citizens Bank in XXXX 2015 by transferring funds from my current bank account to the new account I set up with XXXX. A few days after the transfer was made I logged into my account and saw that my account was overdrawn for the amount of my deposit plus {$20.00}. I called up Customer service and was told that the account number at my bank did not exists. I provided the correct account number to Citizens Bank, but gave them the benefit of the doubt. I retransferred funds again from my account held with another banking institution. A week later I received another letter from the bank - which mentioned that they believe that the funds that were transferred will not be honoured and they have decided to close my account and will return funds to me. At this time the funds I transferred had already cleared my account and already received an ATM card and other documents welcoming me as a citizens bank customer. I did not activate the ATM card. The letter I received was quite demeaning. I called up the bank to let them know that this is indeed quite appaling to make a determination as such, especially since the funds had already cleared my account. At this time I was told that this was just a formality that the bnk sends out and it was a computer generated letter. I mentioned to the manager I spoke to at a supermarket branch that I do not want to have this account because I do not want to do business with a bank with such incompetence and poor operational due diligence. Once again, I reierated that I will like to close my account and the funds sent back to me. I was told that I will have to wait another XXXX days before they can close my account. I asked why this is the case since the funds had already cleared my account from a direct US banking institution and they already received funds that were good. The explanation was again- the term " it is a matter of formality ''. Meanwhile I have no online access to my account as it was prevented, I have no cheques, an ATM card that can not activated and no account number if I needs to speak with an online CSR. I can now only correspond with the Supermarket Branch manager because he remembers my frustrations with the bank and who now denies that I requested during our first conversation that I wanted my account closed. A days after my original call, I received a statement from Citizens bank - my account was still opened ; my original deposit was now less a $ XXXX monthly fee which I did not agree to when I opened the account and another {$3.00} charged to my account to send out a physical statement. I once again called up Citizens Bank and spoke to the Supermarket Branch manager, whom I previously asked to close my account- I asked him why was n't my account closed as instructed. His response was that I received an explanation letter from the President of the company and they decided that there was no need to close my account. I do not have my account number, I do not have cheques, I do not have a valid ATM card and I can not access my account online. I am told if I do not have my account number there is nothing they can do to help me. There are no Branches close to my home. In the meantime, I am being charged {$10.00} every month for an account I can not use ; plus another {$3.00} for a statement.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2015-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: We moved to a new neighborhood and got a letter from Citizens Bank offering a XXXX dollars direct deposit checking account bonus if we make another any deposit within 45 days after the first opening deposition. I went in to a local branch. A rep there helped me to open an account, and enrolled me with an overdraft insurance ( XXXX bucks ) without even telling me, and charged XXXX dollars maintanence fee each month since I did not deposit enough money the XXXX time.Ane he gave me XXXX dollars for opening that account. And then I went in a few days later to deposit enough money so I could be waived for XXXX bucks for maintanence. The rep promised me to credit me back that XXXX bucks, and the XXXX bucks after I told him I do n't want that. After a few months, I checked my account, and found the XXXX total bucks were never credited back to me. I called the rep, he promised to refund me again. Again after a couple of month, I contacted him the XXXX time. He promised to do it again. As of today, it has been more than 7 months after I opened that account, and I have never received that XXXX dollar bonus as promised to be credited within 4 months, and I still never got back that XXXX bucks, and I am leaving this area soon, I finally went to talk with that rep face to face. He finally credited me that XXXX bucks he should have never charged. But he did not give me that XXXX bucks. The reason he gave me is following after he talked to someone on the phone : The XXXX dollars opening bonus he gave me cancelled out my XXXX bucks bonus!! I said why do n't you cancel that XXXX bonus and let me have the XXXX bonus then. He said that is a done deal and he can not change it. I clearly showed him the XXXX bonus certificate when I went to open that account!!! I guess that is how citizens bank honor their opening bonus. A very disappointing experience from me.I almost lost XXXX bucks instead of getting XXXX. What a joke.
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: We are both in our late XXXX 's, retired, and living on a fixed income. We went to local branch of Citizens Bank in XXXX, OH to open a 14-month CD with a 1.25 % interest rate. We already have a savings account with this bank with approximately {$11000.00} + in it. We were opening XXXX CD 's. XXXX in the amount of {$5000.00} and the other in the amount of {$4000.00}. Documentation provided by bank states as follows : " Offer available to new and existing customers with a Citizens Bank XXXX XXXX Banking Relationship '' No definition of XXXX XXXX Banking Relationship on document or on display in bank branch. ( A XXXX XXXX customer has to have a total of {$20000.00} in checking, savings and/or other types of accounts with the bank. ) We were told we had to have a checking account with Citizens Bank to qualify for the XXXX XXXX, regardless of the amount in our savings and CD 's. We were also told that we had to deposit {$250.00} to open the checking account but that we could withdraw all but {$25.00} in a day or XXXX. We already have a checking account with another bank that charges us nothing for the account or for checks or statements. When asked about a monthly statement, we were told that we could have a free XXXX each month online but that we would be charged {$2.00} each month for a paper statement. ( That is {$24.00} a year in an unnecessary fee since the work is done automatically on and by a computer, not an employee. ) We told them that we do not for any reason do any online banking or bill paying. They said we could not have a quarterly statement. We also could not come into the branch and have them print us out a statement when we wanted XXXX, say just once or twice a year. We were told that we either have to get a monthly statement online for free or we have to allow them to deduct {$2.00} monthly from our checking account for a paper statement. Here are our complaints about this bank and its services, and fees:1. A savings account is just as much of a banking relationship as is a checking account and therefore only XXXX or the other should fit their XXXX XXXX Banking Relationship not a requirement of a checking account. XXXX. Banks should not try to force people to do banking online when daily individuals ' accounts are being stolen or hacked into. Until an unhackable security system on paying of bills and doing banking is developed, we are not going to do so. As we choose not to do online banking, we are being penalized {$2.00} monthly for a statement that costs the bank mere pennies per statement to provide. This should not be allowed. Actual human employees are not typing up, inserting in envelopes, sealing the envelopes, stamping them or in any way handling them. This is all done by computers that have been programmed to perform this routine function on a certain day each month. Statements are printed, folded, placed in envelopes, stamped and mailed all with little, if any, human contact.
Company Response:
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I had a checking account in good standing for almost a year with Citizen's bank. During my history with this bank, I'd had several deposits made through my XXXX account to my checking account with Citizen's without problems. In XX/XX/XXXX I had XXXX sent from my XXXX account to my Citizen's account. XXXX has confirmed the transaction was completed but Citizen's is claiming they don't have it despite having a confirmation and ACH trace number from Paypal proving otherwise. Despite my having a good standing account with Citizen's for almost a year and my providing these confirmation numbers, Citizen's rudely closed my account in XX/XX/XXXX They are claiming I owe them over $600.00 and have reported me to 3rd party companies that they closed my account for "Account Abuse".
Company Response:
State: MA
Zip: 02116
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-24
Issue: Customer service/Customer relations
Subissue:
Consumer Complaint: Received a letter in mail written XXXX XXXX received Citizens XXXX XXXX stating the citizens bank is going to cancel my account as of XXXX XXXX. No reasoning found never bounced a check. Only reason on letter is because they can. Contacted via phone said go branch. I went to XXXX branches did n't know why. I put in XXXX too really disappointed them. After that XXXX said they could can cancel acounts No warnings. Still why she will try to reinstate account.
Company Response:
State: OH
Zip: 43609
Submitted Via: Web
Date Sent: 2015-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-24
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Citizens Bank held a Boat mortgage for about 13 years on a 15 year loan. The loan was paid off early, but they ( Citizens Bank ) lost the boat title. Now they want me to have run around after it. Which I did. I asked the banks customers department for my time and expenses. The flatly said no, that the Title was my problem. The bank, Citizens Bank, told me the lost my title, and it is my responsibly to go and get it and to pay for it as well. They issued a " Release of Lien, " Instead. My account # is xxxxxxxxxxx, and their phone # is XXXX. I was never late in 13 years of a 15 year loan, and they had my boat Title as Collateral all of this time. I have since drove around and received my title after sitting in a D. of M. V. office for nearly 2 hours, and paid the {$36.00} for a replacement title. I have since the bank to reimburse me {$150.00} for my time and travel, and {$36.00}, for the replaced Title. I think that the {$180.00}, is extremely fair, however this amount will go up as I spend more time on this issue. My XXXX regression is ; XXXX XXXX, I need help, as I am on XXXX and ca n't go running abound, especially for their mistake. My name is XXXX xxxx, xxxxxxxxx xxxx xxxxxxx xxxxxxxxxxxI have the Release of Lien if needed ( a copy, ) as I now have gotten the Title myself. The bank in question ; XXXX XXXX XXXX XXXX. XXXX XXXX, RI XXXXThank You, XXXX XXXX ; Citizens Bank.XXXX
Company Response:
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2015-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Describe what happened so we can understand the issue ... I XXXX XXXX have been fighting with my mortgage company CCO Mortgage loan # XXXX help me with a loan modification for over a year. CCO Mortgage has kept asking over and over again for the same documents that I have kept faxing them. The last request from them to complete a file was a quick claim deed that I had to struggle to get from my ex husband that I had to hire an attorney to help me get that last requirement. I was finally able to get a quick claim deed which I faxed over on XXXX XXXX 2015. I called back a week later and CCO Mortgage like always claim they have never received it so I refaxed it XXXX more times on XXXX XXXX 2015 and XXXX XXXX 2015 and XXXX XXXX 2015. CCO Mortgage Finally said that they have received the package and Per XXXX @ CCO Mortgage said the file was complete and going into underwriting to see what options are available to help me keep the home I love and adore. I called today to get an update and they advised me that the file was kicked out of review because of some 37 day rule I have never heard of. I did everything they asked have sent every possible form to them you can imagine and this is the treatment that I receive from CCO Mortgage its completely unfair and I deserve the right to keep my property.
Company Response:
State: OH
Zip: 44221
Submitted Via: Web
Date Sent: 2015-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-20
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: My debit card was fraudulently stolen. On Friday XXXX XXXX when I received this news from the bank they told me they would ship a new card within 5-7 days. I asked them to ship it to a new address not the one on file. I was told this would not be a problem. On Saturday the XXXX I called to inquire about my card. They informed me it was shipped to the address on file, not where I requested it to be sent. I asked them to overnight a new XXXX due to their mistake and to waive the fee and they repeatedly refused to do so. I kept pointing to the fact I have n't had a debit card in a week and I should n't have to pay the {$12.00} fee due to their mistake and the supervisor said there was nothing she could do. I threatened to leave the bank that I 've been a customer of for over a decade and she did not seem concerned XXXX bit.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2015-06-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened a checking account years ago and did not realize that it had a monthly fee attached. Unfortunately, I never got XXXX email or letter from the bank until almost three years later when I got a letter stating that my account was overdrawn. Since I had never used the account ( and frankly, forgot about it XXXX, I was concerned that someone had fraudulently gotten my acct. number and had drained the account. When I called customer service, they told me that I had been charged {$9.00} for the last XXXX years. If I ( or anyone for that matter ) were aware that they were being charged a monthly fee for years without ever using the account, I would have changed the type of account or closed it. When I said I had never gotten any statements or notifications, they said that I had access online and furthermore, email notifications. I had never gotten XXXX single email or letter from Citizens in all that time. They told me my email address ( and it was incorrect - off by XXXX letter ). After speaking with several customer service representatives, they best they could do was to refund two months of fees. The motto, " Good Banking ... Good Citizenship '' should be changed to " Good Banking ... Good opportunity to steal our clients ' money! ''
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2015-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-17
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: i made a deposit yesterday and my account was in the positive. this morning they charged me {$12.00} for overdraft. i have overdraft protection on the account in the amount of {$70.00} and the amount they said the account went {$4.00} in the negative. i looked at the account this morning and it was never in the red or minus and yet they charged me {$12.00}. last month they charged another overdraft fee of {$12.00} for the {$0.00}, that 's right, XXXX XXXX cents they said they had to cover. again the account on line was never had a negative balance
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2015-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No