Date Received: 2023-09-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XXXX I received an email from Citizens that my mortgage payment was late. As this was not correct I went to my bank and obtained proof that they had received the payments. I contacted Citizens and I found out they had rejected the payments due to the fact they had changed the payment amount. I had not been notified of this change. I questioned where this notification was sent and they provided an address that was not mine. We determined my ex-husband had committed wire fraud, I then sent them my divorce papers, the quit claim deed showing he had no right to the house and I was the responsible party. On XX/XX/XXXX I spoke to XXXX at Citizens about assuming my mortgage due to divorce. I was told they would mail me papers to complete to assume the mortgage. It took them over two months to send them and several phone call from me to them to actually get them to mail them to me. Over the last year I have sent them the paperwork they requested for me to assume the loan. I have also provided them with a W-9 as well as my husband 's death certificate. They will not refund the two mortgage payments they rejected even though they confirmed in XXXX the checks had not been cashed. This is {$3200.00}. They took over a year to change my name despite me providing them with the documents showing I had been granted a legal name change by the court in XXXX of XXXX. Then in XXXX of XXXX they emailed me an escrow refund check made out to my now deceased ex husband and me in the amount of {$730.00} however they had still not changed my name and I can not cash this check. I have had numerous conversations with Citizens and have even been put in touch with the Chairman 's office but despite being told by them all I need to do was sign one document to assume the loan I have been unable to do so. they continue to ask for documents they did not need to deliberately delay this and I believe they did so to prevent me from refinancing my loan with another company while the rates were lower. I also think they may be discriminating against me due to my age.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Please refer to the attached document as supporting evidence of my claim. I opened a Checking account with Citizens bank back in XX/XX/ with a {$300.00} promition code. I followed all instructions and I received more than {$500.00} deposits in the first 60 days to qualify for the bonus but now the bank is not providing me the bonus and it says Each deposit needs to be {$500.00}. But as you can see in the evidence attached to this complaint that the banks promotion webpage does not say that clearly at all. The promotion says the account holder must receive " {$500.00} in the first 60 days '' and that is what I did. If the promotion page displayed this details I would have made {$500.00} deposit instead of 2 deposits of {$250.00} totaling {$500.00} every month. The bank should not mis-inform the customers just to make them create new accounts. When I tried to show the promotion details to customer support agent of the bank on call the agent surprisingly said that some third party is promoting this offer and not the Bank itself when the promotion is clearly shown on the Citizens bank website only ( please refer to attached evidence ). I should be given my account opening bonus of {$300.00} and for future customers Citizens bank must fix the details in their promotion on their website so that no other customer should be cheated like me by the bank.
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My husband, XXXX XXXX and I closed on a HELOC from Citizens Bank XXXX XXXX ) in XX/XX/2023. We were given debit cards. The cards were brought home directly and put into our home safe. In XX/XX/2023 I received a text from Citizens Bank from their fraud department for four unauthorized charges. Upon calling, the charges were placed in dispute and I was not responsible. Citizens Bank then issued me a new debit card which I was instructed to pick up in person at the XXXX NY branch. Again, I secured both cards in my home safe. In XX/XX/2023 I was again notified by the Citizens Bank fraud department that my new card was compromised with two charges. Mind you that the two cards were never inserted, swiped or used in any fashion including on-line purchases. Both cards have never left my possession. This leads me to believe that there is a breach within the Citizens Banking system. I have refused a third debit card and I have requested credit protection for one year which Citizens Bank as of this day has not responded back to me. Citizens Bank has broken my trust as a new customer. What can I do going forward to protect my credit and or banking information? Any help in this matter would be greatly appreciated. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX e-mail XXXX XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: Someone has gained my social security ( at least the last 4 digits, email address and other identifying info ) and tried to open a checking account with Citizens Bank. I received a denial from the bank on XX/XX/23 indicating that the application had been denied. ====================== Personal Deposit Application Application ID : XXXX Dear XXXX XXXX : Thank you for choosing Citizens Bank and for your recent online application for the following account ( s ) : Product Name Citizens Quest Checking Unfortunately, we are unable to open your account ( s ) at this time based on the information you supplied when you completed your online application. However, one of our local branches may be able to assist you with the account opening process. When you apply in person, the banker may accept various forms of valid primary identification, such as a driver 's license, state-issued ID, or passport. Thank you for again choosing Citizens Bank. Sincerely, Citizens Bank =============== I contacted their fraud dept who verified that the attempt was real and that I should file a complaint with the FTC.
Company Response:
State: RI
Zip: 02852
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I received two checks from XXXX XXXX in the amount of {$5000.00} and {$500.00} which I deposited into my checking account. The rent was to cover 2 months. On XX/XX/2023 the bank send me a " Notice of Delayed Funds Availability '' for {$5500.00}. The reason was they stated that they believe the funds would not be received by me, as the check information was inconsistent. On XXXX XXXX XXXX I received another notice that the information was inconsistent, and they would hold the funds 90 BUSINESS DAYS until XXXX XXXX XXXX I reached out to several branches in person and over the phone, and was told they could not speak to me. In the meantime, I reached out to potential XXXX and provided them copy of the letters. They discussed with their bank, and their bank Said Citizens did cash the checks and were in possession of the funds. Yesterday, XX/XX/XXXX, the XXXX came to the house. We were forced to cancel the XXXX as I was not in possession of the funds. This will result in me loosing {$2500.00} in XXXX income. At that time, we reached out to their Bank, XXXX XXXX, and was advised by their branch manager, that to date ( 40 DAYS ) that the Branch nor back office of bank has ever had any communications via phone or in writing from Citizens trying to verify the authenticity of the check. My complaint is, is it legal for a bank to hijack funds and sit on it for 90 Business Days? Aren't they under some type of obligation or regulation to resolve the issue right away? Why did they cash the check if they questioned it? Why haven't they reached out to XXXX XXXX?
Company Response:
State: MA
Zip: 02050
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Dear CFPB, I am writing to file a formal complaint regarding my recent experience with Citizens Bank while attempting to close my online savings account and obtain a 1099 for the year XXXX. My issue stems from a wasted afternoon spent trying to get through to the correct person to complete this process. On XX/XX/XXXX, I made multiple calls to Citizens Bank 's customer service. Each time, I endured lengthy wait times of over 30 minutes, only to be placed on hold again for another 30 minutes or longer. The frustrating part of this experience was that on two occasions, I was fortunate enough to connect with a representative, but the calls were abruptly disconnected before I could resolve the matter. This prolonged and unproductive process not only wasted a significant amount of my time but also caused undue frustration and inconvenience. I have made diligent efforts to close my online savings account, but the bank 's customer service has not been able to provide the necessary assistance. I kindly request your intervention to help expedite the closure of my online savings account with Citizens Bank and to address the issue of excessively long wait times and disconnected calls experienced during this process. I have documented my attempts to resolve this issue, including dates and times of phone calls and any interactions I had with Citizens Bank 's customer service. Thank you for your attention to this matter, and I hope for a prompt resolution to my concerns. Sincerely, XXXX XXXX XXXX
Company Response:
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Citizen Bank merged with XXXX in XXXX of 2022 where the merge was done in a rush and Citizen Bank was not internally ready for the act. Citizen never provided statements or new loan numbers nor trained any XXXX staffs at branches about their internal banking systems to provide a clear and accurate information about my persona line information. Every time I went to the branch, I had to sit with the previous XXXX staffs to call Citizen bank customer service and would took over an hour or two hours, and still couldn't get an answer about how and what to pay on my personal line, not even an account number was provided until months later of the merge. However, Citizens had reported to credit bureaus on my credit that I did not make payment for extensive time. I am a XXXX XXXX XXXX person so making it to branches to understand what the new bank system are very hard. It was a very complex and confusing internal banking system they have with my personal line, checking and savings accounts. I did make payment on the loans eventually after XXXX staffs are better trained with citizen bank system and able to help me right away without needing me to sit there for hours to call customer service for answer. It is not fair that citizen bank created chaos for customers on their merge with XXXX and resulting customers not able to make payment for the loan due to lack of loan information and could not understand complex of their banking system. It is not fair that Citizen Bank reported for loan delinquency to credit bureaus hurting my credit score significantly. I have tried to communicate with Citizen bank on my own but they refuse to admit to their own insufficiency on merge and resulting in my non-payment and hurting my credit.
Company Response:
State: NY
Zip: 11209
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/XXXX I requested to close my account at Citizens Access Savings and transfer the funds to XXXX XXXX. I received a confirmation number for the transfer. By XX/XX/XXXX nothing had happened. I called and was told the account was under review but the CSR would not explain what that meant. I have spoken to various CSR 's over the month of XXXX. I have been told that my wife needs to be on the account to transfer the funds. I have never been given the means to add her despite repeated requests for access. I was also told that my birth date was wrong. I asked for that to be corrected. Every CSR says they will take care of requesting that I get access but none have been successful. The account balance when I requested closing and transfer was {$56000.00}. I do not know if more interest has accrued.
Company Response:
State: PA
Zip: 18976
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In late XX/XX/XXXX we had fraudulent tranascation posted against our Citizens Bank checking account. We highlighted these to the bank and filed a claim with them. The back selectively chose to refund some of the transactions but not all. total dollar amount of the fraud is ~ {$21000.00} USD, and the XXXX the bank is refusing to refund total ~ $ XXXXWe filed two calims, contact the outside vendor who posted the transaciton and continue to pursue the calim with the bank. Bank claims we did not report the fraud fast enough, despite the XXXX being only a few days before the other fruad XXXX the bank did refund immediately. In addition, the bank never alerted us or contact us when the suspiciious activity showed in the account. Citizens bank is not a trustworthy or consumer focused bank. They do not care about their customer funds.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XX/XX/2023, I received my monthly statement and when I looked at the statement, I noticed that the amount was more than what I usually pay monthly. My monthly recurring bill is {$53.00} but it went to {$250.00}. I have called the company numerous of times trying to get this issue resolved but they keep telling me they are still investigating the issue. I also noticed that the remaining balance amount and the statement balance do not match. This is not the first time I had an issue with this company. I had to file complaint against them a few months ago due to the not reporting the correct information on my credit report and stating I owe amount that was incorrect. The case number for that complaint is XXXX.
Company Response:
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A