Date Received: 2023-08-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citizens Bank states the following on my specific account : '' Citizens XXXX XXXX XXXXXXXX If you overdraw your account, you have until XXXX XXXX ET the following business day to get your available balance back to {$0.00} or more and well rebate your overdraft fee. Learn more about Citizens XXXX XXXX XXXX Automatically enrolled '' I have an Overdraft line of credit. However I still pay $ XXXX plus {$12.00} for every overdraft plus interest. On XX/XX/23 and XX/XX/23 I was charged {$12.00} each for overdraft fees. My account was overdrawn less than XXXX hrs. According to the above policy my transfer fees should be credited. There is no message center allowing me to communicate with the bank regarding this. I called " Customer Service '' on XX/XX/23 AM. After finally getting to a live person I attempted to calmly explain my issue. He talked over me with a raised voice and told me I was wrong.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a savings account with Citizens bank. They accepted my deposit and then abruptly closed the account without returning my deposit. Finally, after a year of Citizens refusing to return the deposit, they finally only returned the original deposit. Since they held my funds to use at their will and denied me access, Citizens owes me interest on my deposit. Also, although Citizens refuses to engage with me as a customer, they continue to mail me promotional offers. I have repeatedly stated in writing I want to be removed from their mailing list.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I requested a balance transfer from my Citizens XXXX XXXX on XX/XX/2023. Citizens does not warn/advise WHEN the promotional rate will expire. It's not online on my credit card account nor is it listed in my monthly statement. The only way to determine the expiration date is to call customer service. While the balance transfer process likely disclosed the expiration date when I requested it, I failed to make note of it at that time.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have a Citizen 's Bank Account in XXXX, PA. I was alerted to an " overdraft '' in my checking account this morning ( XX/XX/XXXX ). I logged into my account and realized that there was both a credit card and a ( second ) checking account opened under my current account, both of which I did not authorize. When I called Citizen 's Bank ( spoke with XXXX ) and was told that this opening had occurred with an " in person '' transaction in the Citizen 's Bank in XXXX XXXX, NY ( XXXX XXXX XXXX XXXX XXXX NY XXXX, XXXX is the branch manager XXXX ) on XX/XX/XXXX at XXXX pm in the branch. I called the branch office, the XXXX police to file a complaint, Citizen 's Bank, who have subsequently closed my accounts, and filed a fraud complaint with the,. Of concern was that they had an ID with my information on it, and, apparently, my social security number to open a credit card account.
Company Response:
State: PA
Zip: 18914
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Citizens Bank recently changed there online banking site. Since that time when I log into my small business account, everything comes up normal. I can see my account balances and debit card payments " BUT '' when I click onto pay bills a pop up appears saying lets get you started so clicked on it and verified that everything is ok then I click on pay bills the same message pops up over and over again. I physically went to a branch office in XXXX MA. The woman did all she could to try and resolve the matter, but she could not get any results. It has been over six weeks and no one has gotten back to me to try and resolve the problem. I have not been able to pay my bills on line and Most important I can not accesses past history or even look up the list of my customers or creditors. I cant even change banks because all my information can not be pulled up.
Company Response:
State: MA
Zip: 01821
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company sent Insurance payment to wrong address and once discovered mortgage company sent a second check. Insurance company would not reinstate due to lapse from non-payment due to admitted mortgage company error. Alternate insurance when the sourced and paid but cost over {$2000.00} annually. Mortgage company issue third check for the now larger amount. Mortgage company has credited me the {$2000.00} additional cost and also one of the two initial checks but after more than 5 months still has not credited the second check. They have re-escrowed my account costing me hundreds of extra dollars each month. Although I have gotten through to one of their supervisors occassionally it is almost impossible to get through to them and voice mails are often not returned and email address not provided. Attempts to get contact information for their Corporate Offices to bump this up the chain have been unsuccessful also.
Company Response:
State: SC
Zip: 29576
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I play the online casino games, I recently won {$9700.00}. They sent me a check drawn on XXXX XXXX XXXX. I deposited into citizens bank and teller said it will be available the next day, I checked my account ant it was available, I played {$200.00} worth of casino games, then citizens bank took the {$9500.00} back and put it on hold. They keep giving me dates to be released, and still my money is on hold.. they charged me for using the {$200.00} that was mines, and put the rest on hold.. can they do that?
Company Response:
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am writing because I believe that I have been discriminated against or wronged in a lending decision made by Citizens Bank. I received a home equity loan from Citizens Bank last year in XXXX of XXXX, with a {$50000.00} limit. This XXXX of XXXX XXXX XXXX, a representative of Citizens Bank, contacted me and suggested that I apply for a higher home equity limit, and would receive a lower interest rate on my home equity loan. I explained to him at the time that I didnt think that I would take any additional money, but I would like to receive the lower rate. I sent in my documents as requested, except for my 401 ( k ) income. A drive-by appraisal was completed, I believe the value was $ XXXX, ( I do not have a copy of an appraisal, nor my value in writing ) I owe XXXX on my 1st mortgage and XXXX on the HELOC giving me an LTV of 55 % and my credit score was XXXX. I later received a call from XXXX advising me that I needed to pay off and consolidate additional debt into the new home equity loan so that my debt-to-income ratio would qualify me. I explained to XXXX I did not want to do that because the loans that he suggested for me to pay off had 3 % and zero % rates and therefore was of no benefit to me. I did say that I would consolidate the debts that had higher rates. I then I decided to send my 401k income information, to bring my debt to income within the guidelines. I discussed with XXXX that I sent in the 401k income and asked what the maximum DTI allowed. XXXX stated, my credit score allowed me a DTI of 55 %. XXXX was to get back to me after the underwriter reviewed the additional 401k income information. Instead, I received a denial in the mail stating my debt-to-income ratio exceeded the guidelines. When I asked for a more detailed explanation, such as what debts they were considering and why my 401k income was unacceptable. The response I received was incomplete and inaccurate. They didnt list the payment amount for the debts and didnt include the new HELOC payment, and lied or didnt understand how income is calculated, by stating the withdrawal made in XX/XX/XXXX, should be divided monthly, instead of annually. When I asked for additional clarification, I was sent a letter from XXXX XXXX, Office of the Chairman stating they couldnt use my 401k income, because they didnt receive the information, but if they did receive it since the money came from 2 different 401k accounts it was unacceptable. I know they received the income information because I spoke to the processor, XXXX XXXX to verify that she would submit the income information. I advised XXXX XXXX, Sales Team Leader in my letters that this information was sent and I resent the information. Also in my phone conversation with XXXX XXXX, when I tried to explain my concerns and prior to him sending me the denial letter he stated that he knew nothing about that department, so he could have only stated what they told him. I asked again to have my request answered, via phone and email, and once again was ignored. Im just asking for a reasonable explanation, and they seem unable to provide it. The 401k income per their guidelines stated a 2-year history of receiving 401k income, and sufficient funds for an additional 3 years income, which I have. The use of 2 different accounts makes no sense if a person has had multiple employers. Its the same source of income. It seems like Im being penalized for not consolidating my 401k accounts prior to withdrawing from them... Please help. I would like to see the list of payments, including the new HELOC payment used, as well as the guideline that states use of 401k income from multiple accounts is unacceptable. I have attached my correspondence with Citizens. Please let me know if you need any additional information. Cordially, XXXX XXXX XXXX
Company Response:
State: MI
Zip: 48236
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello, my name is XXXX XXXX. I received a settlement and deposited the two checks from the settlement in my checking account. Was told that only 1 would be held for verification because it was {$5000.00}. The other was under that amount. Both checks were held. Also it shut my account down, debit card was deactivated and I could even Use the funds that was already in my account. The customer service representative are very rude and immediately told me the checks were fraud and I was going to have to pay it back When the checks weren't even cleared yet. They were still being processed. It was only 2 days of me depositing the checks. They are u professional, have no clue what to say or do when you call for help. Immediately the day after my account has been placed on hold with no resolution, no one can help elaborate on why my account is frozen and they told me they don't have to tell me why I can't access MY own money I deposited. Then I opened up a business account, never used my social security number only my business name, and this institution attached the business to my social security number when I never given them my social. Only my EIN number. So when i called to discuss why my personal account was on hold, the representative proceeds to discuss my business account. Which shouldn't even be attached to my social at all. Nor my name. Its a business account I also keep getting these overdraft fees with fees attached to to the overdraft fees. I haven't even used my business account for anything so how could i receive overdraft fees. 3 of them + 3 fees of {$30.00} for having 3 overdraft fees. My account is now - {$250.00} all for fees associated with my account
Company Response:
State: MI
Zip: 48310
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XXXX, I opened personal checking and savings accounts and a business account with Citizens Bank at the branch in XXXX, NH. I have other bank accounts with other institutions, and I wanted to bank somewhere closer and more convenient for my day-to-day banking needs. On XX/XX/XXXX, I entered the branch to deposit a US Treasury check. The check was made out to my husband and was for ~ {$5000.00} in savings bonds that he had cashed in from when he was a baby. He was going out of town for XXXX weeks and endorsed the check over to me to deposit into my Citizens personal checking account. **I now know that US Treasury checks can not be endorsed over to another person. I did not know that at the time, as I don't receive many checks from the Treasury. ** The teller at the counter took the check and have me a deposit slip. She told me that my funds wouldn't be available for 8 days. I understood and went out of town on vacation for a few weeks. Yesterday ( XX/XX/XXXX ), I went into the branch to deposit a check for {$6200.00} into the same personal checking account. When I placed my debit card for the account into the chip reader at the counter, I was told the card was invalid. I was concerned because that's the first I'd heard of it being invalid. The teller handed me a receipt for my deposit and told me the bank had my account under review and would be putting a hold on my funds. She looked at her screen and noted there was still a hold on my ~ {$5000.00} funds from the Treasury check I had deposited on XX/XX/XXXX. At that point I was worried that my account had been accessed for fraudulent activity. I looked through my texts and emails, and didn't see any alerts or communications that indicated I needed to contact the bank. I had communications RE : statements but nothing regarding these disturbing account irregularities. I was very concerned and said so. The bank manager got involved and ushered me to a private office with the gentleman who had originally opened my account. They logged into their system and saw no indication of what was going on with my account. It was all very mysterious. In the meantime, I tried to log into my account through the Citizens app. That was when I learned that the bank had locked me out of my own account. Instead of my user name, there was a new user name of fraudops and a string of numbers. I threatened legal action and exposing the company on social media to my XXXX followers. The branch manageXXXX filed a complaint through their system on my behalf. A customer service rep called this morning ( XX/XX/XXXX ) to tell me there would be no resolution. She said the bank is waiting for the Treasury dept to respond and see if they will honor the deposit. I asked for a timeline and was told they didn't have one. I asked about my new deposit of {$6200.00} and was also told they didn't know when that would be available. I have a mortgage and bills to pay, and the best they can do is tell me " I don't know '' on {$11000.00} worth of deposits -- all because they took a signed over Treasury check they shouldn't have taken. They allege that they sent me a letter via US Mail alerting me to the problem with the Treasury check, but I never received that notice. I think it's unusual that they wouldn't have alerted me via text/email when I receive other communications that way from the bank. I've also been informed by one customer service rep that they will likely close all of my accounts without informing me. At this point, I just want my money and to cease doing business with these charlatans.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A