Date Received: 2023-08-10
Issue: Problem when making payments
Subissue:
Consumer Complaint: the company first changed their website to a completely new one to make the payments and now i am unable to pay off the loan as they have charged my account to off.
Company Response:
State: CA
Zip: 93637
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: First and foremost, I used XXXX ( which is a part of Citizens Bank ) for my student loans. Back in XXXX of 2023 I used Citizens Bank to refinance my loans. When they sent the money they didn't send me the right amount of money, they were about {$7000.00} short and I was not aware of this. I received an email about two weeks ago saying I had a missed payment on my account because I thought there was no balance. After speaking on the phone with the bank, they told me they found the error THEY made and they were going to fix it and it's been two weeks since that conversation and I haven't heard anything. I have called every other day asking if they have done everything and they've told me the same exact thing every single time that they're waiting on upper management to approve the new money with the new loan and that they would get back to me in 24-48 hours. I am running out of time and on Tuesday, XX/XX/XXXX, my payment will be 30 days late and I am going to have to pay {$600.00} for an inexcusable mistake that Citizens Bank made.
Company Response:
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I had received an in mail preapproved offer to apply for Citizens credit card. Offer was to spend {$500.00} after the approval and I would receive {$200.00} back. As directed in the offer, I used the invitation code to apply for the credit card and was approved in XX/XX/2023. I also satisfied the offer terms to spend {$500.00} within a month or so. It is XXXX now and I still haven't received my bonus of {$200.00}. Upon contacting the bank in regards to this issue, the representative told me that " They are able to see my application approved in XXXX and cross referencing they only had active offer which offers {$150.00} bonus. They confirmed that {$150.00} bonus will be applied to my account now and it may take from XXXX weeks to up to XXXX weeks for it to reflect on my account. This whole offer is like a fishing scheme as if I didn't contact the bank then they wouldn't be taking any proactive action to apply bonus to my account. In addition, now I am offered {$50.00} less than what was communicated to me during the in mail promotion.
Company Response:
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In reference to Citizens - When the balloon rider mortgage matured in 2021, we were sent the paperwork for a modification. I submitted the paperwork XXXX separate times - once by mail, twice by certified mail, and once through their online solutions center ( I have the certified mail receipts and photos of the documents submitted online ). Every time we tried to follow up we got the same reply- we don't have your paperwork or we can't find your paperwork. I would have no problem continuing to pay the mortgage and would have, but now I can not access the online system any more. Every time I try to search my loan number it says " not found ''. I have received a letter stating that all future questions should go to their attorney, but nothing has been filed for foreclosure yet. They also sent a letter showing that there are now {$6200.00} worth of past payments and fees due. I would happily pay that if they would add it to the loan amount and spread it out over time. I don't have enough for a lump sum payment right now. I am a XXXX XXXX living on one income and I have done so for the past XXXX years. My main mortgage has always been up to date and this one was too, until it matured and I couldn't submit payments any more. I can not afford to live anywhere else. Anything available to rent is double my current mortgage and I could never afford that on my own. I have been a XXXX for XXXX years and have worked in my current position for XXXX years. I have stable income and a secure job ( I am tenured ), but get paid monthly.
Company Response:
State: FL
Zip: 32570
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/23, I opened a checking account with Citizens Bank. On XX/XX/23, someone withdrew {$500.00} from my checking account from the ATM. At that time, I still had not received the debit card. Someone stole my mail with the debit card and the PIN number which they used to activate the debit card. When the withdrawal transaction occurred, I received a fraud alert notification from Citizens bank and I responded that this was fraud. I spoke to the bank rep and a claim was created. Citizens bank then mailed me a new debit card. On XX/XX/23, I received a letter from Citizens bank that based on their investigation, fraud did not occur and they will not credit my account {$500.00}.
Company Response:
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The Bank Ive had for XXXX yrs. is putting charges onto a card and account that has been closed for XXXX weeks now back in the end of XXXX ( XXXX ) and i havent used these cards from XXXX since then. ( I cut them in half immediately when i closed my accounts ). This all started when i closed all my accounts at XXXX and went to XXXX XXXX just up the street from XXXX because citizens denied receiving my XXXX XXXX payment ( direct deposit for many years ) becaused i'd already closed my accounts at citizens and told them SSA.gov has told me you got my XXXX payment and processed it but they told me they didnt get the payment ( a blatent LIE ) and wouldnt let me have it. Finally, XXXX got the payment back from them ( Citizens ) and sent it to my new financial institution> ( XXXX ). Now they are trying to extort money from me with collection letters and phone calls that i think look almost phony to me. Also the charge in question was paid by my mastercard at my new bank and i have the proof. I have documents to add to my complaint but no way to load them here online but i can send them in US mail or fax them to you. thank you
Company Response:
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 at XXXX, I authorized a cash withdraw of {$400.00} from an ATM at Citizens Bank at XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX The transaction was completed and the fund was withdrew from my XXXX XXXX Checking Account via my bank debit-card ( XXXX ) : ATM transfer receipt record # : XXXX SEQ # : XXXX XXXX Debit XXXX Total fund withdrew from my checking account : {$400.00} ( including {$3.00} service charge ). Unfortunately, because of a mechanical problem with the ATM dispenser, no cash was dispensed, and the display told me to cancel the transaction with the bank. I proceeded to speak with the Citizen bank manager who told me that its ATM are not operating correctly and that I should contact my own bank XXXX XXXX XXXX XXXX to dispute the transaction and to recoup the fund ( {$400.00} ). He further stated that he can neither help nor to provide a record of this failed transaction. Being dissatisfied with his response or the lack of it, I called the XXXX XXXX Police to file an incident-report of this issue. An XXXX, XXXX XXXX, was dispatched and created a case : XXXX of this dispute. I contacted my Bank, which responded by stating that it can not pursue my dispute as I had legally authorized this ATM transaction and must pursue the return of my funds ( {$400.00} ) through Citizen Bank which had withdraw the same amount from my checking account or to file a petition with the Courts. I have tried but am unable to reach any responsible person from Citizens Bank which is denying any obligation to address this dispute or to return my missing fund. Given no other recourse, I am filing a complaint through your Bureau in hope of resolving this issue without the need to pursue justice and missing funds through the legal due process. It seems that it is recurring issue with Citizen Bank and its multiple ATM machines. Perhaps, we can prevent further distress and losses to banking-consumers by auditing Citizens Banks ATM transaction-records and requiring them to take prompt action to return consumers funds in future disputes. I thank you for your help.
Company Response:
State: VA
Zip: 20151
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This company owes me {$28.00} ; they paid me {$370.00} -- -it should be {$400.00}! They sent this card over a month late! I had to cram 100 transactions with less than 30 days -- -so they blame me for being off by one day! If this company really cared about customer service, then they would issue me a courtesy credit of {$28.00} to my checking account! Here was the offer below : Get {$300.00} when you open a new personal checking account and make a direct deposit of {$500.00} or more within 60 days. Then, earn up to an additional {$100.00} when you use your newly issued debit card to make purchases. Earn {$2.00} for every qualified transaction within 60 days of opening your account.
Company Response:
State: MD
Zip: 20902
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a Citizens Access Savings account at Citizens Access on XX/XX/2023. As requested online, I linked my checking account from other institution to newly opened account at Citizens Access. I authorized Citizens Access to fund the account by withdrawing funds from checking account held in other institution. Account was fully funded on XXXX.On XX/XX/2023, I requested to transfer funds back to the institution the money was withdrawn from. Later that day I was informed that my account was frozen and I can not withdraw money from it. Since the account got frozen, I called numerous times and spoke to different bank representatives including " managers '' but no one gave me a clear answer as to the reason the account got frozen. Until today I am not contacted by anyone from the Citizens Access with explanation of the reason and resolution. The standard respond to my question is that there is no information available as to why the account is frozen and when will I get access to my money. Need your help to resolve this issue and get my money back.
Company Response:
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a XXXX cashier check my friend gave me to cover bills, insurance deductibles for my home, and car repairs on XX/XX/23. On XX/XX/23 It was no longer pending and had been cleared. So I paid my bills online. They then took the check back out and put a hold on it causing my bank account to go into the negative over XXXX dollars and I had still not paid my insurance deductible or fixed my car. When I went into the bank on XXXX XXXX to see why you would remove XXXX that already cleared, the bank manager refused to call and verify the cashier check and look into why they took the funds back out and put them on hold. When I asked to close my account because of what they were doing to me, she committed second degree extortion on video and threatened to call the police on me to intimidate me into allowing the bank to retain my funds. She seemed to be upset that I explained she was breaking federal cashier check laws and did not want to help me, she just kept pushing a folder at me saying read the policy she was violating, so I turned the camera on to prove it. Today is XX/XX/23 and I have spoke to several people and sent the video of their teller in, but my account still says negative and cashier checks XXXX and under are to be treated as cash. The banks own policy says these funds are to be available the next business day. The bank is causing me severe distress and anxiety I just want to get my house and car fixed like my friend gave me money to
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A