Date Received: 2015-04-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My home equity line is going to the repayment phase in XXXX, and the payment will go up by over {$1100.00} a month. RBS/Citizens has sent me letters saying seek alternatives if this payment is too much or I 'd have trouble. I did call, and after getting bounced all over was rudely told there were no options for me as the house is now rented to keep it afloat since I could not sell it. They refused to do any workout or modification, but did say I could deed in lieu to them. They sent paperwork for that calling my loan in default when I have never made any sort of default in payment, insurance, taxes etc. I have always made all payments on time. They also called a completely separate loan in default on another property that has an RBS mortgage where I am also not delinquent and never have been and did n't even ask about that loan in my call. They refuse to do any sort of modification at all and tell me my only options are to pay off the loan or pay the {$1100.00} more a month, or deed in lieu the property ( having now told me I am in default when I have made all payments on time ). I want to do a modification to buy more time at a reasonable payment so the bank does n't lose money and I do n't lose the house and maybe the value comes back so I can sell it and get us all out reasonably and with payment in full.
Company Response:
State: MA
Zip: 02127
Submitted Via: Web
Date Sent: 2015-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-10
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have XXXX checking accounts with Citizen Bank. XXXX is a primary that has a XXXX plus balance anther is a older account that was setup for direct pay of utilities balance usually {$1000.00} or less. The bank suggested that I cancel the utilities direct withdrawal. I did cancel the utility direct withdrawal. The bank also suggested and demonstrated the online bill pay feature. I went on my online account and started paying bills online. When you click the pay bill online button it does NOT give you the option of which checking account to to with draw from, it just chooses which ever account it wants. On the next screen the site just defaults to a checking account it calls " default checking account '' showing just the last XXXX numbers which on the the main page shows just the last XXXX. This is where it gets misleading and confusing. You see the terms " default checking account '' and XXXX digits. If your not looking closely you can start paying bills like its your primary checking account. I started using bill pay with smaller bills and seemed to work fine. Then I started paying bigger bills and it over-drafted XXXX times in two days due to using the incorrect account number that the system defaulted. In my case it defaulted to my non primary utility paying checking account and rang up {$170.00} in fees which Citizen would not credit. It never gave me the option to CHOOSE a account initially and then defaulted to an account I never use and has insufficient funds. If the system defaulted to a specific checking account it should have defaulted to my XXXX account which it did not. I believe that bank defaults the pay bill feature to the account with less funds in it. Citizen could not give me a explanation for why the system defaulted to the secondary account and cost me {$170.00} in fees. All they can say is that the you can change the account after the SYSTEM CHOOSES a account for you. I want to CHOOSE my account not have the system default to which account it feels like. I feel that this is happening to others.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2015-04-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I was charged a $ 20 monthly fee for a checking account and did not realize this until XXXX fees had been charged ( XXXX and XXXX XX/XX/2015 ). No checks were written for insufficient funds. When I complained I received an email indicating {$20000.00} was a minimum balance. I do n't recall being informed of that before and these fees were not levied previously.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I tried the CHRCK STATUS above. The page says welcome XXXX XXXX and nothing else happens. I would like to check the status on my complaint XXXX. Citizens Bank has never provided proof of their actions which they promised me months ago. I since checked with XXXX Child Support Agency. The state of XXXX never properly filed for a Multi State Levy in XXXX to take such action. That 's because no such court pay order exists. I just want my money back. ThanksXXXX
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account at Citizens Bank in XXXX, NY, on XXXX/XXXX/2015. I closed the account 5 days later on XXXX/XXXX/2015 when I realized I no longer needed the account ( reconciled with my wife ). 5 days later the bank processed checks on my closed account and charged me XXXX which forced my account open. Because it was in overdraft, I was charged an overdraft fee of approx. {$35.00} and a sustained overdraft fee of XXXX each day thereafter ( after 3 days ). The overdraft notices was not sent to the correct address ( mailing address on file was incorrect ). By the time I was first aware of the problem, it had accrued to over {$100.00}. I do not understand how checks can be processed on a closed account. Furthermore, an immediate contact should have been made when my account was forced open, and a valid phone number was on file at the branch. In addition, when asked for proof of payoff, a " print screen '' was given to me, instead of a account activity statement showing a zero balance. This print screen, which could have been accessed at anyone having access to the printer, displayed my birthdate, age, account number, debit card number, and full social security number. This information should have been masked ( SS # and account # - PII ). The bank officer was XXXX and the manager was XXXX. I did pay off the account because I did not want it to continue to accrue fees, but would like reimbursement. Also, I would like to know what XXXX procedures the branch has in place to ensure proper communication of such events. Also how they protect customer information at the branch. This seems against Regulations.
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: An over payment of approximately {$1100.00} was made to XXXX on XXXX XXXX XX/XX/2015 as final payment on a mortgage. Citizens claimed to have sent a refund of that check to my home address for that amount within 10 days of receipt of the over payment. I did not receive it. I called to request a new check. Citizen 's customer support advised that a new payment would be sent out. By XXXX XXXX, I had not received a check. I called again and was told to send a request for a new payment in writing to Citizens Bank NA, XXXX XXXX XXXX. XXXX in XXXX, RI. I did so on XXXX/XXXX/XX/XX/2015 by means of both fax and XXXX post. On or about XXXX XXXX I followed with a phone call to Customer service and was advised that my request followed too closely to the matter of the previously mailed check, but that that Customer Service representative put in a special request to have a check sent out during our phone call. He advised that I call back to confirm the action had taken place and get further information as to when to expect the check. I called back again on XXXX XXXX. I was advised by Customer Service that no change had been processed and no check had been reissued. I was directed to call back again within 3 days. This issue has wasted my time and I am still without my money.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-02
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: To Whom it May Concern : I have a credit card with Citizens Bank and after pulling my annual credit report, I found they have closed my account back in XXXX. On XXXX XXXX, XXXX, I lost my full time job, so I made payment arrangements with all my credit card companies, including Citizens Bank, asked for payments of lower than {$50.00} a month and they agreed. I was able to pay the other credit cards I owned as well as Citizens Bank with a part time job I had obtained. I followed up with a phone call on XXXX XXXX, XXXX regarding my now closed account and a woman stated she would send a letter within XXXX10 business days. She also stated with they closed account back in XXXX XXXX and I would have to re-apply once the balance was paid in full. I have been paying my bill as long as I can remember and more than what is asked to pay on each statement. To date, XXXX XXXX, XXXX, I have yet to any letter as to why my account was closed. My address is current, there is no electronic delivery as she verified my address ( can not find anything on their website regarding electronic notices ) and there are no PDF files saved anywhere on their website. What I want is a letter stating why they closed my account, that it is off my credit as a negative or for any other reason that would be used again me for further purchases, etc and to report them for illegally closing my account under the " Responsible Lending Act '' and " Credit Card Act '' and have not notified me in writing within 5 days of the action being taken. I do n't understand why they would close an account when making current payment arrangements after the loss of a job. I feel they discriminated against me in fear of non payment when in fact I was making payments. On all of my statements they have noted all sorts of different numbers for the amount due and the amount I was originally supposed to pay. They always stated it was late or a past due amount when there was always a payment every month of more than what was owed.
Company Response:
State: PA
Zip: 18976
Submitted Via: Web
Date Sent: 2015-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-30
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I opened an account at Citizens Bank ( XXXX ) in XX/XX/XXXX. The account was opened as a XXXX account ' - and I had discussed with the bank representative that I was opening a business account but would not be transacting with the account immediately. Due to family XXXX, my focus was redirected from the business. I did n't interact with the account again until this past month - only to see that the bank had begun charging a dormant fee in XX/XX/XXXX ... with continued charges until this past month ( nearly a year and a half ) - and never XXXX sent me a letter, by mail, to notify me of the issue. If their system flags inactivity and imposes a charge ... they can send a letter! That would have been more respectable customer service, alerting me to the potential issue.
Company Response:
State: MA
Zip: 01886
Submitted Via: Web
Date Sent: 2015-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-29
Issue: APR or interest rate
Subissue:
Consumer Complaint: I had opted for a balance transfer through Citizens Bank last year with 0 % promotion to defray the high-interest credit card balance I carried with another creditor. I intended to pay off my balance with Citizens Bank but unsure of when the promotion will end so, on XXXX XXXX, I placed a call to the bank 's customer service line and was told that the promotion will end XXXX 2016. To my surprise yesterday Friday XXXX XXXX, I received a statement with a {$78.00} charge which made me to call the toll-free line and the customer service representative I spoke with said " The promo expired in XXXX but there 's a new one that you can apply for ''. I felt very XXXX, taken for a ride and ripped off as this guy was so belligerent and would not listen to my point that someone had told me on XXXX XXXX that the promotion was good through XXXX 2016. Rather, he continued saying " Do you have a letter to the effect that the promo ends in XXXX? '' This is gross misrepresentation, deceit and fraud of the highest order and this company has to face the music.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2015-03-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-29
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I was informed by an official of the bank ( Citizens Bank XXXX in Delaware in XXXX 2013 that since I have my XXXX-weekly check direct-deposited into XXXX of my accounts, I will not incur any charges whatsoever regarding balances etc. but surprisingly, the bank has stealthily resorted to charging over $ 4 monthly for almost a year claiming the balance on XXXX of my accounts is less than {$200.00}. This is quite deceptive and fraudulent.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2015-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No