Date Received: 2023-08-22
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello, I am writing regarding XXXX overdraft fees charged to my Citizens Bank checking account. On XX/XX/2023, there was a debit from my account for my retirement. The debit was not supposed to occur in XXXX as it was deferred for XXXX and XXXX. Unfortunately, this caused my checking account to go into a negative amount. I obtained credit for the incorrectly charged amount on my retirement account. This was noted in my checking account on XX/XX/2023. In the meantime, my bank charged me XXXX overdraft fees. I contacted the bank on XX/XX/2023, via telephone and was told the bank can only reverse XXXX overdraft fee. I told them that based on the circumstances, it seems unfair not to reverse all three. I also tried going to the local branch on XX/XX/2023, but the teller told me the bank can only reverse XXXX overdraft. She did not bother to listen to the circumstances of my request. I asked to speak with the branch manager but the manager was supposedly speaking with a customer. After XXXX minutes I left. I am looking to have these XXXX overdraft fees removed. Please contact me with whatever information you need. Sincerely,
Company Response:
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Dear CFPB, I am writing to bring to your attention an unresolved issue I've faced involving a banking transaction between Citizens Bank and XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. I believe this matter not only impacts me personally but underscores the importance of transparent and effective transactional practices among financial institutions. Brief Description of the Incident : On XXXX, I initiated two transactions to transfer funds into new accounts I had opened at Citizens Bank. One of these transactions involved transferring {$500.00} from my XXXX account to a new checking account at Citizens Bank, and the other was a transfer of {$500.00} from my XXXX Saving account ( provided by XXXX XXXX XXXX XXXX ) to a new savings account at Citizens Bank. Shortly after, Citizens Bank terminated my accounts and notified me via email that my transactions were unsuccessful. While I received the refund from the checking account transfer ( from XXXX ), the {$500.00} from the XXXX Saving account has yet to be refunded. Despite multiple communications with both Citizens Bank and XXXX XXXX XXXX, the whereabouts of the {$500.00} remains unresolved. Actions Taken : I visited a local branch of Citizens Bank, where I was informed that the money had been withdrawn from Citizens and should be in XXXX XXXX XXXX. Upon contacting XXXX XXXX, I was advised to wait several more days. After waiting for over 14 business days, I still hadn't received my refund. XXXX XXXX requested more information to verify the transaction. I procured an ACH trace number from Citizens Bank to track the transaction and provided it to XXXX XXXX. However, they reported that they couldn't find any information related to this trace number. Despite my best efforts to resolve this issue directly with both banks, the money remains unaccounted for, and I am left in a state of financial and emotional distress. I am seeking the CFPB 's assistance in mediating this situation. I hope that with your intervention, I can recover the missing funds and that this incident can shed light on any procedural shortcomings that may exist, ensuring that others do not face similar challenges in the future. Thank you for your attention to this matter. I trust in the CFPB 's commitment to ensuring fairness and transparency in financial matters and eagerly await your guidance.
Company Response:
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited a check by mobile deposit on XX/XX/2023. After funds were issued to my account on XX/XX/XXXX I withdrew money on XX/XX/XXXX in morning. Then. That evening I noticed my account was negative and theres was no longer any sign of check being deposited I immediately went to bank XX/XX/XXXX to see what was going on. Upon looking into situation manager was XXXX. We could see deposit in my deposit history but it was completely gone otherwise. At this point he told me to call XXXX number because he didnt know what to do. I called number and was put on hold for an hour and a half. All three representatives had no idea what to do so an investigation was started. On XX/XX/XXXX I was contacted by investigator who said he could see where check was deposited but file must have deleted but he could see check image and had no idea what was happening He said money would be deposited now today XX/XX/XXXX I still have no money deposited. So I called again to be put on hold for over an hour. Finally when talking to representative who had no idea what to do and could not get any answer from technical department told me to redeposit the check. When I asked for his name he hung up. Ive had this account at Citizens for will over 10 years. This is a business account and money is for customers material
Company Response:
State: OH
Zip: 44109
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XXXX I opened 2 accounts online at Citizens bank website as I received a promotion to open accounts with an offer code to receive {$600.00} when I meet the requirements. I reviewed my statements and never received the promotion offer as I met the requirements. I called citizens bank on XXXX and a team member told me that he can not look into to it because they do not have my account application in file that shows my promotion code. I explained that I did in fact know that banks have to file my records and he said no they do not and I asked to submit a complaint and he refused. I then I asked him again that why and he began to to say bye thank you for your feedback and refused to take my complaint. I then asked for his name which is XXXX and he then proceeded to say let me look into this. I noticed that this department had a long wait time and this department was specifically for bonus offers not paid. I suspect this department has not been submitting cases and XXXX the rep wanted to rush me off the phone until I stated I want this complaint to be file and I want a complaint number. I have not received a call from citizens bank but I believe they are scamming customers into opening accounts with promotion codes and not following the guidelines and terms. I want this to be escalated immediately and this has caused me stress and I believe Im being discriminated against
Company Response:
State: PA
Zip: 19606
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I set up a high yield 4.5 % savings account at Citizens Bank ( a.k.a. Citizens Access ). After opening the account with Citizens Bank I received the routing and account number from Citizens Bank. I deposited {$25000.00} from my XXXX XXXX Account to my new Citizens Savings Account on XX/XX/2023 with an account number ending in XXXX. I called Customer Care and the representative stated they were not going to accept the application. I asked them to return the funds to my originating XXXXXXXX XXXX Account and they indicated they couldnt help me or provide any information on the status if my inquiry.
Company Response:
State: TN
Zip: 37604
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I was referred to a person by my friend, XXXX XXXX, who lives in Michigan, XXXX. The person he referred to me identified me as " XXXX XXXX, '' an employee of XXXX XXXX in California, company file # XXXX. I was told that this person would make my payments and I would only have to pay back 50 % of the total amount to the financial institutions. A few payments were made to my bank accounts and loan accounts such as XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens Bank, and XXXX XXXX XXXX. The payments were made and the total amount was brought to " Paid off ''. I even called the financial institutions to confirm the payments were received and I owed no money. I got the confirmation number and everything I could to keep myself on the safe side. And after that, I made the payments to the XXXX XXXX salesman, XXXX XXXX per his instruction by cashier checks. After a cycle of 15 days, a month, or one and a half months, the payments were reversed from my financial institutions. This is a fraud. Citizens Bank shouldn't allow reversing payments after it's been a month or two. This clearly means no one is safe because there is no guarantee of doing any sort of business with the Citizens Bank if they will just reverse the payments.
Company Response:
State: NJ
Zip: 08360
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone attempted to open account using my identity at citizens bank. They were unsuccessful but I would like to notify your bureau in case this has happened with other financial institutions.
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Citizens Bank 's Unconscionable Overdraft Fees. I am writing with a sense of deep frustration and anger that I can no longer contain. The unabated exploitation of hardworking Americans by Citizens Bank through their egregious overdraft fees has reached a level of absurdity that can not be ignored any longer. It is nothing short of daylight robbery that this institution is profiting off the struggles of the middle class, raking in millions of dollars daily while driving families further into financial distress. Citizens Bank 's excessive overdraft fees have evolved into a predatory scheme that ensnares unsuspecting customers in a vicious cycle of debt. These fees have become virtually unavoidable, with the bank strategically manipulating transactions to maximize overdraft charges and ensuring that the very people they are supposed to serve remain trapped in a cycle of financial despair. Adding insult to injury, the interest rates on these short-term loans have soared to the unthinkable tune of over 1000 %. It's unfathomable that in a nation that prides itself on protecting consumer rights, a financial institution can openly engage in such usurious practices without facing severe repercussions. It is the duty of the Consumer Financial Protection Bureau to put an end to this insidious exploitation. The very purpose of your existence is to safeguard consumers from exactly these kinds of predatory practices. The fact that Citizens Bank has been allowed to continue preying on the most vulnerable members of our society is an affront to the principles of fairness, justice, and equality. I implore the CFPB to take immediate and drastic action against Citizens Bank. Enough is enough. The middle class, the backbone of our economy, is being bled dry, while the bank 's coffers swell with ill-gotten gains. I demand that you investigate, regulate, and impose strict penalties on Citizens Bank for their shameless abuse of power and their callous disregard for the financial well-being of everyday Americans. If the CFPB fails to act decisively in this matter, it would be a XXXX indictment of your organization 's commitment to protecting consumers. The time for action is now. Let 's put an end to this modern-day highway robbery and restore a semblance of justice and fairness to the financial landscape.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Tried to increase a HELOC amount from $ XXXX to $ XXXX to buffer our remodel and pay off some other debt, but the lender, citizens bank never got back to me until I responded with an email on ( applied in XX/XX/XXXX ) XX/XX/XXXX. I was denied. Filed another application with my husband on XX/XX/XXXX, never heard back until XXXX. So now Ive gotten a few more credit checks and had adversely affected my credit score. Were in the middle of our remodel and now living in temporary housing with our rent being XXXX a month. I begin to look for other banks hoping to find an additional XXXX to cover us. More credit checks. Which affects my score. At this point, weve got about {$12000.00} to finish our job. The bank then suspends the XXXX saying that were unable to pay for financial reasons. Plus they had pulled another credit report. Weve been paying our loan as required. Went to the bank to see if anythings could be done, but nothing. We had to submit a request form for the $ XXXX. We dont and can not live in our apartment until this remodel is completed. So were going to be homeless and have a useless $ XXXX apartment sitting there empty. Help us
Company Response:
State: MA
Zip: 02118
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello, my name is XXXX XXXX XXXX. I am a client of Citizens bank and I am being subjected to abuse of power and I am losing my money with fees that are not appropriate and are being applied indiscriminately. I have been claiming this for some time now, I am referring to the overdraft fee It all started this last time with a transaction that I was on XX/XX/XXXX in payment for the value of {$10.00}. XXXX. This transaction is carried out by the destination bank through the house where I had cleaned the bank card as I had no available balance in my account from XXXX XXXX the transaction went directly through my bank, which one refused to pay the transaction How I repeat myself having protection against about 33 days after XX/XX/XXXX this transaction appears account statement paid without my having requested it again because it did not prosper I had already solved this problem and paid that amount and never present that payment to the bank again, that is, what is an unauthorized transaction is a transaction unknown to me that appears in my bank and causes me an envelope which caused being in this way that the bank, by mistake of having counted a transaction that was never requested by me or was never the attempt to pay for that transaction, found out on XX/XX/XXXX, 3 days before, when the bank declined the transaction and everything was already there the bank owes me at this moment {$45.00} she overdrawn my account so I make a transfer to another bank, for the value of {$120.00} more in XXXX payment of XXXX that was returned because the trip was canceled plus another payment of XXXX from XXXX which the bank already generates an overdraft for me again for {$100.00} I pay the {$120.00} I pay the other values were occurring in overdraft itself having the same the bank is owing, here I make a question, I pay this money, I also try to pay {$100.00} of the value of the video, true or true, or the three overdraft, same when this amount. It should never have been increased or to my debit balance since it only proceeded the next day in case I did not have it. the overdraft, he cost overdraft which I made I had already paid the {$120.00} and the other values were included an overdraft until the bank owed me {$45.00} but when doing an accounting operation contrary to the original when the pending debit transactions and when I added the transactions pending did not correspond to my final balance a balance is available which accounting must be like this, But they were already indiscriminately including the value of the {$100.00}, violating the accounting rules, to my balance of fingers to make it impossible for me to cover this corrected issue, so I was only left with a value of {$33.00} below what I had to pay, which included {$45.00} that the bank owed me and had not given me back, not that they were added to my balance of 2 plus {$100.00} of overdraft that they still have not told them had been paid and the lottery bank dated earlier than what really should have been For which How do I say a difference of {$100.00} between my final balance and my available balance even when accounting How should I proceed I was smoking the pending credits by lowering the pending debits, Even with so many clear and obvious violations of the accounting rules and twists in my balance, I called the bank and unless I set up a chat with the bank and online4 specialist they left me waiting and I always had to come back because a new one appeared after a long time with the tablet did not give me the reason He told me that I was wrong And that all the procedures were being carried out in the legal way they comply for the {$10.00} which they should have mediated immediately the same as it was but they did not give me the {$35.00} of that {$10.00} either that the bank well indiscriminately, When I put the claim for the {$10.00} they automatically decide to cancel the debit card claiming that this payment was a fraud Inter to which is a lie, because I am sure and it is evident that it is an error by the bank or most likely an act of bad faith to harm me because for some time now I have been treated with abuse of power indiscriminately and in violation of bank consumer rights policies, they for no reason or for a futile reason deprived me of the right to access XXXX they withdrew my right to do bank transfers and now they cancel me and ask for a new card keeps my account will overdraw with XXXX Dollars after depriving me of having access to any way to make deposits in my account and when they owe me XXXX, XXXX, XXXX, and XXXX, XXXX total XXXX Dollars of overdrafts not proceeding plus XXXX from an unauthorized payment by my bank error plus XXXX for a transfer to another bank that generated an overdraft even when I covered it on time and I was charged with XXXX Dollars of fee by my other bank product to the reversal of funds. I request a review of my account to be able to verify all these arbitrariness that are committed against me and please so that I have my XXXX Dollars that the bank owes me, even owing me XXXX Dollars, they gave me an overdraft fee again today of XXXX Dollars because it keeps my negative account with XXXX Dollars and they owe me XXXX dollars, For some time now I have been having bank transfer transactions reversed for no reason after being paid by the bank, they apply the overdraft to me and without envoy, later they reverse the transfer that caused the overdraft but they never return the overdraft fee of the TRANSACTION reversed by them and that caused the overdraft. Thank you very much I hope you can help me because the bank definitely does not want to and is justifying its violations and discrimination before me. there are distortions in the balances in my account which is evident it is very clear Thank you very much XXXX XXXX XXXX.
Company Response:
State: FL
Zip: 33138
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A