Date Received: 2023-08-15
Issue: Problem with customer service
Subissue:
Consumer Complaint: I deposited a payroll check into my bank account and it was put on a XXXX day fraud Hold. Ive tried yet contact my bank so they can call my employer to verify the check and theyre saying that theres nothing that I can do
Company Response:
State: FL
Zip: 32904
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: Citizens employee promised the promotion that was being offers for {$300.00} if you change your direct deposit to the account after opening it. I asked if the offer was good for in person and online and he assured me it was. Told him I would go home and do it online if it was not and he said it would be good either way. Opened the account with him right then in person and now Citizens is refusing to honor promotion because account was not opened online. Spoken to bank manger and online account managers. Bank manger never followed up and I had to call multiple times to find out what was going on with it and she said they will not honor the promotion.
Company Response:
State: NH
Zip: 030XX
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: 2023-08-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, I used my Citizens card ending in XXXX on my XXXX app in error, as soon as I made the purchase I signed into another bank I have and made a transfer of {$15.00} to cover the amount the account was overdrawn by. The XXXX transfer was made on the same day my account was overdrawn. For some reasons Citizens bank held the funds until XX/XX/XXXX. I attempted to contact Citizens bank via chat it kept going in circles it appears Citizens restricted my access from using chat. I used my mom and my aunts account to do a chat and they were able to communicate with Citizens via chat. I called their service center today XX/XX/XXXX and spoke with XXXX, I educated XXXX on the error Citizens bank made and asked her to rebate the fee assessed in error. She said this was not a bank error and that in order for me to learn the reason the online team did not post my account deposit I would need to speak with a different team. I asked to speak with her XXXX and before I could get done explaining myself she dumped me into the online banking queue, I was on hold for less than XXXX minute and so my call magically disconnected. I also sent Citizens bank chairman group and email and no one responded. I am tired of having to reach out for external support to have Citizens bank resolve an issue, It appears they intentionally held my XXXX transfer to post it on the XXXX so a fee can be assessed. I am tired of them using these deceptive practices to bill consumer fees.
Company Response:
State: MA
Zip: 01905
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Earlier this year, I opened a 10 % Cashback credit card with Citizens Bank. I tried to set up autopay immediately, but because the current statement balance was XXXX, the system wouldn't allow me to do that. As a result, I forgot to set up autopay later on and was late by one day for the payment due. The payment due was on XX/XX/XXXX, which is a public holiday. I paid the full outstanding statement balance on XX/XX/XXXX by phone. Nevertheless, Citizens Bank charged me almost {$200.00} in interest for a payment missed by just a few hours! They agreed to cut the interest charge in half, but still charged me almost {$97.00} in interest for no apparent reason whatsoever. Now, they keep charging me interest, even though I set up Autopay and have been paying statement balances in time automatically ever since! I found another {$110.00} in interest charges on my statement earlier this month. Please help resolve this.
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I wanted to close my savings account with Citizens Bank. The account contained a little over {$5000.00}. I do not live near a Citizens branch, so all my dealings have been by internet and phone. I wrote a letter to Citizens requesting closure, and also containing information requested by them. They should have received the letter on or about XX/XX/2023. After about three weeks of receiving nothing, I contacted Citizens customer service, on XX/XX/XXXX. After that I called them weekly, but got no meaningful information except that I found out from one of the agents that my account had been closed on XX/XX/XXXX. Finally, on XX/XX/XXXX, I talked to a supervisor. After hearing of my problem, he stated that Citizens would stop payment on the check ( if it ever existed ), and issue another one. After receiving nothing I called again on XX/XX/XXXX and talked to the same supervisor, who told me that I had been assigned a case number and that he would submit my case again. After still receiving nothing, I called again on XX/XX/XXXX, talked to yet another manager, and was informed that my case was being reviewed by " Operations. '' I am still waiting. Since " Operations '' has been reviewing my case for more than two months, I am losing hope that my money will ever be returned to me.
Company Response:
State: GA
Zip: 30033
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Someone stole entire purse with forms of ID and social security cards and my cell phone that was logged into my mobile banking. I have a police report and proof to show that someone stole my stuff and information and did the things my account was closed for. I was relying on my direct deposit. My rent is due. And they won't let me access my money or account they just closed it before ever giving me a chance to come in and show them the police report and to prove the fraud wasn't me. They closed it without ever giving me an opportunity to replace my stolen ID and come into the branch. The people who did this changed my username and password to my online account using the phone they stole from me
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: While visiting the branch, I was offered a 0 % and XXXX fee credit card offer which I accepted - branch rep repeatedly told me that " clear value : card has no fees. However, upon receipt of the card I was refused XXXX fee part - and old attempts to convince otherwise have failed and my balance transfer still caused 4 % fee being charged. I am requesting review of this charge and refund as its existence was not disclosed during the application.
Company Response:
State: NY
Zip: 11204
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a letter from this company today saying I owed {$17000.00}, but without any information saying who the debt was from. I called the number provided and the representative confirmed that it was a student loan debt, but she couldn't say from who or when. I pointed out that it looked like a scamespecially when I don't remember taking out any loans with themand it was very probable that they were out of the statute of limitations for my state, just like everyone else that has tried to collect on me over the last year. ( XXXX XXXXXXXX, people. Look it up before trying to collect on a XXXX! ) She said I could send a notarized cease and desist letter to [ email excised ], and I said, " Yeah, and that's going to cause you to waste paper, ink and postage to send me a huge packet of papers that only confirms that you're in the wrong, at which point I'll contact the Consumer Financial Protection Bureau to make you go away. Excuse me while I skip straight to that last part. You have a nice day. ''
Company Response:
State: MI
Zip: 48813
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened the checking account with Citizens bank in XX/XX/2023. At that moment, I was told by the Citizens Bank website that there's a welcome bounse if I open a new Citizens Bank checking account and receive at least XXXX direct deposit of {$500.00} or more within 60 days to earn a {$300.00} bonus. I met the requirement in XXXX XXXX then waiting until now. The bonus never credit to my account. After talking with Citizens bank for several times, they always say they're still investigating. I wait for 6 month and no update.
Company Response:
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened 2 savings accounts with Citizens Access both in the amount of {$250000.00} on XX/XX/XXXX. Beginning on or about XX/XX/XXXX I began attempting to transfer {$150000.00} to an external account. Each attempt failed with a message stating that there was a problem with the transfer and to try back. After multiple failed attempts, I contacted Citizens Access by phone yesterday, XX/XX/XXXX. The representative I spoke with advised me that my account is locked due to an internal investigation and that someone would contact me within the next few days. He said he coulde n't give me any further information regarding the reason for the internal investigation. After further consideration, I decided that waiting to hear back was not an acceptable resolution. I called again today and spoke with XXXX in escalations. She confirmd that the account is locked due to an internal investigation. She would not tell me why, how long the investigation would proceed, or who I could speak to to get these answers. She did confirm that the internal investigation was inintiated on XX/XX/XXXX - the same day the account was opened. So, since deposting the funds, I have not had access and have been given no indication as to when I will be granted access. The case number she gave me for the internal investigation is XXXX. Upon reading other reviews, I'm seeing that other consumers are experiencing the same situation
Company Response:
State: AL
Zip: 36526
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A