Date Received: 2023-08-16
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: hello, I have left fall river MA during the first week of XX/XX/XXXX and moved to ohio. before moving, I went to the citizens bank on XXXX XXXX, fall river ma, and requested for all my accounts to be closed. surprisingly, I got the letter stating accnt : XXXX est on XX/XX/XXXX balance due {$2100.00} for the services provided, last payment of {$3.00} was made on XX/XX/XXXX, and all this time till XX/XX/XXXX I was not informed, i got to know this by forwarded mail in Ohio. this is the case of some clerical mistake by banking clerk or bank fraud fines and interest by the bank or fraud by some third party after long wait on phone with customer service " this is all interest and fines..,.,.,. ", does not want to provide the monthly statements on my email id, dating back to XX/XX/XXXX .which they have on records emailid : XXXX : the should be penalized for such trade practices. please help
Company Response:
State: MA
Zip: 02720
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I attempted to open an online CD with Citizen 's Access. I lost the online connection so I assumed the transaction did not go through. I repeated the process and was able to complete the transfer successfully. I did not realize that both transactions were processed and Citizens opened two CDs each in the amount of {$6000.00}. for a total of {$12000.00}. The money was transferred from my account at XXXX XXXX XXXX XXXXk and caused me to be overdrawn. On XX/XX/XXXX when I checked my bank balance and realized that I was overdrawn, I called Citizens. They said that they would reverse the transfer and close one of the CDs, acknowledging that it was a mistake. At that time, they gave me a case # XXXX and told me that one CD would be cancelled without a penalty. I have called on three other occasions since then because they have yet to close the CD and transfer the money back to my account at XXXX XXXX XXXX XXXX. They informed me that my request was denied and that I would have to pay an early withdrawal penalty fee of {$72.00}. Meanwhile, I can not pay my bills because I'm overdrawn.
Company Response:
State: MA
Zip: 01923
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I attempted to transfer money from my Citizens Access online savings to my XXXX Checking account through the Citizens Access bank app. After confirming the transfer there was no record of the transfer pending or completed on my account, so I attempted to process the transfer again with the same outcome, no record of the transfer being recorded. the next day I received both text and email alerts that neither transaction was able to be completed and to call and speak to a representative. Upon speaking to a representative, they let me know my account was under review but could not give me any information about what the review was for, when the review would be conducted or how long the review would take to be completed. I waited a day and called back to see if there was any more detail on the review. Again, the representative told me no information was available with respect to why, when or how long the review on my account would take place. I asked to speak to a manager who confirmed this same message.. I requested to simply close out my accounts. The manager told me that I could not close my accounts or access my savings balances in any way shape or form until the review of my account was completed. She told me a letter is being sent out about the review but could not tell me anything about the contents of the letter. When I asked to speak with someone in the office who manages the account review, she told me that I was not able to speak with anyone in the review office either. I am no longer comfortable working with Citizens Access as transparent information about the managing of my money is unavailable and access to my money has not been possible to date. I would not recommend that other consumers use Citizen Access high yield savings. The return is not worth while if you are not able to access your money.
Company Response:
State: IL
Zip: 60047
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Thank you for listening to me. I went to the bank with a a promo card to receive {$600.00} total. We discussed the card. XXXX if I deposit {$15000.00} in a new savings account. I had taken it from our primary bank. So I could qualify for it, then XXXX for a direct deposit. We had that transfered document ready. I went to the bank to check on my deposit. And I see they did not honor the other the XXXX deposit because the banker failed to open a savings. This is not my fault. I did what the card ask. XXXX and I brought them just that. The XXXX At the XXXX XXXX XXXX XXXX ohio told me " No ''. and refused to accept responsibility for their oversight. I did everything they requested
Company Response:
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In the last 24 hours Citizens Bank has refused 3 separate payments of {$2500.00} from 3 different law firm clients via XXXX, killing our business and jeopardizing our clients legal cases. When we call or email them they either dont answer or say its our clients bank or XXXX fault. Whats going on here?
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Up until COVID, I was always on time with my mortgage. Once Covid hit, I got behind and they allowed me to do forbearance, not knowing it would for XXXX : take away my ability to pay online, making it harder to pay since I could only do it by phone and they wouldn't let me set up reoccuring payments by phone, and none of my banks have their information to sent it directly to them so I could set up auto pay. XXXX : End up hurting my credit the way it did. They also had a company come out and redo my loan for me, at my house and didn't give me much information to go on. After signing the paperwork, I thought everything was good with my current mortgage company, but apparently not, and I am now in foreclosure proceedings, with an auction date of XX/XX/2023. There is also a check for approximately {$450.00} out there that was sent back to me for a partial payment. I have not cashed it, have asked about it and no one has given me any information on it. I also filed this with a dispute in the amount owed to the mortgage companies attorneys, email sent XX/XX/2023 that was supposed to stop all proceedings until this was investigated, I have not heard a reply from them pertaining to this.
Company Response:
State: AR
Zip: 72019
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I was scammed by someone pretending to be my bank ( XXXX XXXX ) into sending a wire transfer of {$18000.00} when i thought i was filing a claim to stop a fraudulent wire transfer. Within XXXX hours I realized the scam/fraud and had worked with my bank to reclaim the wire transfer and change over all of my compromised accounts/ cards. My bank is claiming that they submitted to reclaim the wire as soon as they recognized it as fraud on XX/XX/XXXX but have not received any kind of response from the other bank ( Citizens bank ). They made the second attempt today, XX/XX/XXXX, to reclaim the wire and have not heard back. They are saying that they have to hear back and that Citizens will only allow the reclaim to go through if there is money in the account. How can it be allowed for Citizens to just sit on this and not do anything? Its been 5 days since the initial wire. The money is probably gone since these people seem to know what they are doing. This delay in action or lack of process around stopping/ holding the wire transfer as soon as unauthorized transfer is noted is going to allow both XXXX XXXX and Citizens bank to get out of this with no positive resolution for the customer.
Company Response:
State: OH
Zip: 44312
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 on a mortgage
Subissue:
Consumer Complaint: My wife and I went to our bank to get a HELOC as a bridge loan. We were told specifically and repeatedly by the loan officer that the interest only payment on the loan would be {$250.00} per month. We trusted the loan officer and the manager who told us this. When I went in after getting {$200000.00} to help our daughter purchase a home I learned that the DAILY payment would be {$45.00} which of course is {$1300.00} per month. We were told that the loan officer and the manager had been fired due to these kinds of issues. I was also told by the new manager that the loan officer who fraudulently told us this was found to have a customer 's credit card under her mousepad that the new manager found upon moving into her office. We only need this loan for approximately 45 days until we sell our home. This predatory lending by these officers of the bank is unacceptable. I have been banking with Citizens Bank for about 30 years. The XXXX XXXX XXXX has our building loan with them. We are all appalled by the actions of our bank and seek relief from the CFPB.
Company Response:
State: PA
Zip: 15237
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I initiated a ACH withdrawal this morning XX/XX/2023 at approximately XXXX. I received a text message stating my withdrawal was in progress. After I received the text message stating my withdraw was confirmed and would be processed immediately. Then tonight at XXXX pm, I received a text and email stating that Citizens Access can not process my withdrawal and the message gave no reason why. I called Citizens Access and after being told for XXXX minutes that they couldn't find my account and that they had to look further into the issue. Then I was told that my ACH withdrawal wouldn't be processed until XXXX to 5 days. It's had never taken a bank XXXX to XXXX? days to process a ACH. Especially when both accounts are in the same name. This bank is trying to hold my funds to prevent me from closing my accounts. I spoke to a customer service representative XXXX. I asked her to speak with her supervisor since he said they wouldn't release my funds. Her supervisor who refused to speak with me about my account was named : XXXX XXXX.
Company Response:
State: DE
Zip: 19810
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I'm XXXX XXXX, a recently admitted medical student at the XXXX XXXX XXXXXXXX, and I wanted to let everyone know that I am experiencing a severe financial emergency. I have had all the money awarded to me from financial aid, everything I had until XXXX over {$10000.00} taken from my account by Citizens bank. I had to take a private loan from Citizens bank, years ago to pay for tuition. I was unable to pay their exorbitant amount of $ XXXX in student loans while I struggled to even afford food and barely able to afford rent. Because of which, I get every single cent I had to live taken from my account without even my knowledge. All be because I defaulted on my student loans, since the very little money I had left over, was used so I could feed myself and my puppy. I informed them of my situation last year when I was to begin repaying my loans. I tried to refinance my loans even with a cosigner, and nothing was able to be done about this. They do not want to return the money that was given to me by federal student loans, and said it was " justified. '' I now have $ XXXX in my account that includes overdraft fees. I can not afford a single thing, and here I am in medical school not being able to afford food, once again. I have no clue how I am going to be able to feed myself and my dog. I have no clue how I am supposed to pay all my bills, my rent, my hospital, and medical bills any of my medication that helps me get through the day. I kept working at my previous job as a lab tech at children 's hospital, part time with the hopes of l bettering my financial situation. At this point, the amount I make is insignificant related to my expenses, although at least I still have health insurance. Citizens called the police yesterday to do a wellness check on me because I let the bank know how horrible this situation has affected me. I can not sleep, any rest I have has been restless, and I barely have any groceries left. I was planning on going grocery shopping over the weekend until I realized I had absolutely no money left. Please help. I don't even know if I can even afford to continue medical school like this. Not even after I spent almost 10 years working to get a seat in medical school. I should not have to worry about being able to feed myself while I study medicine. I have already experienced too much financial difficulty this past year. I had the idea that my admission to medical school at XXXX, was going to be a temporary solution to my financial crisis, only for my situation to become significantly worse.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A