Date Received: 2023-08-17
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have had multiple accounts opened up at citizens bank within my name, and all overdrawn and I have not opened up any accounts with Citizen
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received an offer from Citizens Bank. The offer was to open a savings and a checking account, maintain at least XXXX XXXX monthly, and have a minimum direct deposit of {$500.00} per transaction. In return the bank would credit ( deposit ) my account {$600.00}. On XX/XX/2023, I opened a checking and savings account with Citizens bank, and made 2 different transactions of {$500.00} each from my Savings account at XXXXXXXX XXXX over to the newly opened savings and checking account at Citizens Bank ( a total of {$1000.00} ) using Citizens Bank direct withdrawal tool. Using the Citizens Bank online website, I was able to see the funds in the newly opened accounts. On XX/XX/2023, I was not able to access the Citizens Bank accounts online so I called their customer service, and they told me they were not able to find any accounts under my social security number or my name. On XX/XX/XXXX, I also received a letter stating the newly accounts opened were closed and no explanation on the reasons why. I contacted the number on the letter and they were not able to give me any information. The letter referred me to the local bank. On XX/XX/XXXX, I went to the Citizens Bank branch in XXXX, NY, and spoke to the branch manager, XXXX XXXX. He said he could not do anything for me because I opened the account online. He called customer service and they were not able to provide him with any information. Since then, I have called their customer service, their fraud department, and their ACH department, and no one is able to find my account or funds. My bank, XXXXXXXX XXXX, from the very beginning has confirmed the funds, {$1000.00}, were successfully debited from my savings account by Citizens Bank, and they provided me with the 2 trace numbers Citizens Bank could use to tack the funds. Citizens bank has stated they can not help me. The trace numbers are : XXXX # XXXX XXXX # XXXX I appreciate your help as it seems Citizens Bank used the advertising to commit fraud. Sincerely, XXXX XXXX
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2023-08-17
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: I have an account - checking- with Citizens bank in XXXX Vermont. They have a policy that seems to me onerous and should be illegal. If a customer ( me ) accidentally overdrafts, they charge a fee of {$35.00} and they have a policy that they can charge you this up to four times a day if the person trying to charge attempts four trys. So right away I owed them {$140.00} overdraft fee when the XXXX XXXXXXXX XXXX tried to charge my account {$1.00} four timmes in one day. Then tthe Citizens policy allows them to continue to charge me {$35.00} a day for every day that I do not stop the XXXX by making a deposit to cover the current overcharge. For someone like me on social security of {$1500.00} a month which is auto deposited to this account once a month, the bank will eat my entire social security check of {$1500.00} within one month. If this is legal it shouldn't be. XXXX XXXX bank has a policy, for instance, that allows a customer to overdraft by {$450.00} and they charge a one-time fee of {$35.00} which the customer can rely on not to increase for at least one month while the customer finds the money to correct the overdraft. This is sane and reasonable and should be the norm.
Company Response:
State: VT
Zip: 050XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On XX/XX/2023, I wanted to get rates for Citizens Access CD. Since I was already in my account online, I entered 2 year cd and it asked for the amount I wanted to put in, which I did. When I pressed next, I was locked into that CD rate. I have never had that before. When I am going to lock in, it asked me if I want to lock in. No rate was quoted, just locked in and my money taken out of my savings account right away. I called the next day and spoke to a supervisor, XXXX, at the call center. She denied my request to cancel without a penalty. I then submitted a claim to the Office of the Controller and spoke to : XXXX. She called back and told me my request was denied, that I could see the rate online, which is incorrect. There is nowhere advising me of the rate before I was quickly locked in by Citizens Access. To explain the screens : When I was going through the screens, and put in the information amount, it said continue, which I followed the prompt. ( on the bottom it say see rates, but I did not see it, since the continue button was much bigger ). I kept on continuing to see the rates and they never appeared, just the next button locked me in. I have opened many CD and have never been locked in without giving the rate and asking if I wished to continue. I think it is wrong that no where in the screens did the rate appear, just all of a sudden, I pressed next and was locked in without any options to not open the CD. I do not feel it is right that I should forfeit 6 months of interest and a XXXX penalty because the rate was not made clear before I locked in. I feel that I should have been able to get out of the CD without being penalized for non advertising, in other words, rate just not being disclosed. I have submitted a screen shot that shows : 2 year CD and continue but does not show the actual rate, which is the basis of my complaint.
Company Response:
State: NJ
Zip: 089XX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I receive solicitation to open up a Heloc at least once a month from Citizens Bank for over 2 years. This letter contains a code to open up the account. I have called, written and begged Citizens Bank to stop soliciting mail offers to me, in other words, take me off the do not solicit list. Whoever I speak to promises that I have been put on the list not to solicit, but I still keep on getting the solicitation letters for Heloc. My last request was to XXXX at the XXXX XXXX XXXX XXXX in XXXX, 2023. I feel that my request to take me off the solicit list is totally being ignored, which from what I understand, is against the law. My request should be granted. I am hoping you can get Citizens Bank to stop soliciting to me and they follow through.
Company Response:
State: NJ
Zip: 089XX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Subject : Urgent Complaint Regarding Account Closure and Missing Funds Dear Citizens Bank Customer Service, I hope this letter finds you well. I am writing to express my deep disappointment and frustration regarding the recent closure of my bank account and the unauthorized removal of my funds following a wire transfer in question is XXXX. I have been a loyal and satisfied customer of Citizens Bank, and it is disheartening to find myself in this unfortunate situation. I initiated the wire transfer on XX/XX/2023 to XXXX XXXX, and the amount transferred was {$9800.00}. The purpose of this wire transfer was an emergency. The transaction was carried out with utmost care and in accordance with the procedures provided by Citizens Bank. To my shock and dismay, I received a notification shortly after the wire transfer that my account had been closed due to a " security concern. '' This abrupt account closure has caused severe inconvenience and distress, as I rely on my account for various financial transactions and responsibilities. Moreover, the action was taken without any prior warning or communication, leaving me completely blindsided. What compounds my frustration further is the fact that the funds associated with the wire transfer seem to have disappeared from my account entirely. The reference number provided above is a crucial piece of evidence confirming the transaction 's legitimacy. I expected Citizens Bank to prioritize the security and prompt processing of transactions, especially those involving significant sums of money. The fact that my funds have seemingly vanished raises serious questions about the integrity and reliability of the bank 's systems. I implore you to treat this matter with the utmost urgency and provide me with a comprehensive explanation for the closure of my account and the disappearance of my funds. I demand a thorough investigation into this matter, as well as the immediate reinstatement of my account and the restitution of my funds. It is my sincere hope that this situation can be resolved promptly and amicably. If necessary, I am prepared to take this matter further by involving relevant regulatory authorities and seeking legal counsel to ensure that my rights as a customer are upheld. However, I sincerely hope that it does not come to that, as I believe that Citizens Bank values its customers and their trust. I kindly request that you acknowledge the receipt of this letter and provide me with a clear timeline for when I can expect a resolution to this distressing situation. You can reach me at XXXX XXXX. I appreciate your immediate attention to this matter and hope for a swift and satisfactory resolution. Sincerely, XXXX XXXX
Company Response:
State: NY
Zip: 11231
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Identity theft protection or other monitoring services
Subissue: Problem with product or service terms changing
Consumer Complaint: Went to local branch to access safe deposit box. Was never asked for identification nor did I have to sign in or out of the vault. Anyone could have gained access to my key and completely cleaned me out. I demand that XXXX XXXX at the XXXX XXXX branch in XXXX, RI be terminated immediately along with her loser of a branch XXXX. I have moved my savings and checking accounts out of Citizens after more than 50 years and will never set foot in any of your banks again. Furthermore, I will tell everyone I know what a horrible institution you are. My accounts were previously hacked XXXX times in XXXX year and not XXXX was caught or corrected in a timely manner by your fraud or customer service departments. Your institution is dangerous, callous, and should cease to exist.
Company Response:
State: RI
Zip: 02920
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Citizens had a promotion where you could open a new checking account and savings account and earn {$600.00} if {$500.00} or more was wired to the checking account via direct deposit within XXXX days and the savings account had a certain balance within XXXX days. I satisfied all the criteria, but only recieved {$300.00}. The first time I called they said the other {$300.00} would be coming soon I just had to wait. The next time I called they said I did not satisfy the checking account requirement, I told them that I did and they said okay one moment just need to transfer you, which never actually happened I just waited on hold for XXXX minutes before finally hanging up. The next time I called they said it was because I didn't satisfy the savings account requirement. I just transferred all my funds out of citizens to close my accounts. Each phone call is a guess and check game of what buttons I need to press to speak to an actual person and they're always experience higher than average wait times ... expect a XXXX minute wait.
Company Response:
State: MA
Zip: 02144
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I recently spoke with an attorney that let me know that charging an overdraft more than once for the same item is illegal. I brought this to my banks attention way after I had already asked them about these overdraft fees and was told that is how it works. I now see that they only charge me one time per items that were overdrawn. I then asked if I only have an overdraft amount of {$600.00} why is that when I reached the {$600.00} dollar point why would they then allow it to go through. There were so many times in the past that I couldnt over draw the full XXXX amount but if I did {$100.00} by {$100.00} at a time they then would allow all 6 of the overdrafts to go through just seconds later. I feel as though this needs to be looked into. Its downright evil and so wrong. My XXXX XXXX XXXX on an appliance delivery job we were on back on XX/XX/2018, I am now a single mom and feel like I have been taken advantage and basically robbed of my money.
Company Response:
State: MA
Zip: 01752
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Today I tried to use my debt card. Citizens bank didn't allow me to withdraw the funds/make a payment. I would like to file a complain for Characters defamation damages, misconduct, and injunctive relief. Why! because they said I wasnt able to use my own card to purchase this particular product. The product receipt is attached.
Company Response:
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A