Date Received: 2023-08-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I am writing to file a formal complaint against Citizens Bank regarding a series of fraudulent charges that were made on my credit card, which resulted in a total loss of {$4000.00}. Despite my numerous attempts to resolve this matter with the bank, no one from the fraud department has reached out to me and I have yet to receive a satisfactory resolution or even a proper explanation. Below is a detailed account of the events that have transpired since the discovery of the fraudulent charges : On XX/XX/2023, I noticed several unauthorized transactions on my Citizens Bank credit card statement. I immediately attempted to contact Citizens Bank using the number provided on the back of my card. Unfortunately, I was unable to reach a representative due to the limited hours from the number provided on the back of the card, and their fraud line isnt posted online. There is also no way to freeze the card on the mobile app. During my attempt to contact the bank, an additional fraudulent charge of {$80.00} occurred on my account, compounding the financial loss. On XX/XX/2023, I managed to get in touch with Citizens Bank and had my credit card frozen to prevent further unauthorized transactions. New credit cards were requested and sent to me. I was informed that the bank would be keeping the charges posted to my account, but to let it stay there even if interest accrues until the investigation is over. This is very different to my experience with other banks ( e.g : XXXX and XXXX ), where the amount is first credited to the customer during the investigation. On XX/XX/2023, as the bank had not refunded the full amount, I filed a police report ( Police Report ID : XXXX ) at the XXXX precinct with Detective XXXX XXXX assigned to the case ( Contact : ( XXXX ) XXXX ). On XX/XX/2023, Citizens Bank credited my account with {$1600.00}, which was just a part of the fraud loss that was incurred. Following the partial credit, I reached out to Citizens Bank, providing the police report information and requested them to further investigation and provide an explanation for the discrepancy. The bank also assured me that the charges on the account would still appear on the account and to not pay the balance until the situation is resolved, despite interest accumulating. On or around XX/XX/2023, I received a letter dated XX/XX/XXXX from Citizens Bank ( attached ), stating that they believed there was no fraud. However, the phone number provided on the letter was unreachable. After numerous attempts to contact Citizens Bank, I was finally able to get through on XX/XX/2023. I asked the bank to reopen the case and to communicate with me through calls or emails, as I would be overseas for the next two weeks. The associate who helped me on the phone assured me that this request was added to my case, and that the back office that handles these investigations did not have a direct number to call but they would reach out to me. On XX/XX/2023, Citizens Bank unexpectedly reversed the {$1600.00} credit without providing any explanation. A letter dated XX/XX/2023, was received, stating that Citizens Bank still did not believe there was fraud, which I only saw upon my return from overseas on XX/XX/2023. Still no one has attempted to reach out. On XX/XX/2023, interest of {$96.00} started accruing on my account, despite the fraudulent nature of these charges. On XX/XX/2023, once I got back from overseas, I called Citizens Bank 's fraud department get an update on the case, but they were unable to provide a timeframe for resolution or knew what the current status of the case was. They said someone would be reaching out to me. On XX/XX/2023, I sent a letter to Citizens Bank asking for an explanation and for someone to reach out ( attached ) at the address provided on my credit card statement : CITIZENS CARD SERVICES, XXXX XXXX XXXX, XXXX, CT XXXX. On XX/XX/2023, the letter was successfully delivered. On XX/XX/2023, I called the fraud department again, and they were still unable to confirm whether my case was opened or closed or when I could expect a response. I requested that they reach out to me for an update. As of my writing today on XX/XX/XXXX, I still have yet to receive communication from the bank. I am deeply disappointed with the lack of progress and communication from Citizens Bank in resolving this issue promptly. I have a great history throughout my time owning credit cards, and I have never encountered such issues in the past. These transactions are clearly inconsistent with my usual spending patterns, and I can provide additional evidence, such as my whereabouts during the time of the fraudulent charges to substantiate my claim. In fact, there are charges that occur at the same time on my account ( one legitimate made by me, and the other was fraud ) that are happening in two separate places that are far apart, which is not possible. At this point, I dont know what to do. I am seeking the CFPBs assistance in obtaining a fair resolution with Citizens Bank. Im asking for a return of {$4000.00} in fraud charges, along with any accrued interest, which is still accumulating at the time of this writing.
Company Response:
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Citizens Financial Group, or Citizens Pay, as it appears in bank statements, has imposed on me what I can only describe as a predatory loan. Citizens partnered with XXXX XXXX XXXX, financing the equipment installed in my home to provide alarm-service coverage. In response to a complaint i filed against XXXX regarding the company 's poor service and its false representations that induced me to sign up, XXXX agreed to cancel my contract on XX/XX/2023. But the company said I remained responsible for paying off the line of credit from Citizens for the equipment. At no point, while i was signing up, was it made clear to me that the equipment could never be returned, even in the event of a contract cancellation or breach. Furthermore, since my initial complaint, the terms of the line of credit appear to have become significantly more onerous. Prior to becoming aware of my complaint, Citizens had been taking {$39.00} a month from my checking account to service the loan, but in XXXX that amount jumped to {$83.00}, an increase of XXXX percent. And the company, without any explanation, sent me a statement showing that the minimum payment due in XXXX would be {$100.00}, or XXXX percent higher than the original monthly charge. Citizens proceeded to draw that amount from my bank account. Also, XXXX 's response letter to my complaint showed me owing a total of {$2900.00} for the equipment, while the Citizens statement listed a balance of {$5200.00}, or XXXX percent more. I have no idea of what the basis for these charges might be -- and I have been unable to get any explanation from the company -- but it's hard not to suspect Citizens is conspiring with XXXX to recoup my lost service charges. From the moment of my first contact with XXXX, in which sales personnel falsely claimed they represented my previous provider, XXXX, through my current dealings with the opaque, rapidly escalating charges from Citizens, i've been misled. I am concerned that Citizens will continue to ramp up its already-excessive charges and terms without any justification or explanation.
Company Response:
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, during the hours of XXXX and XXXX I went to the XXXX XXXX XXXX to utilized the ATM which is owned by the Citizens Bank XXXX I am also a member of the Citizen 's Bank for over 19 years. I attempted to retrieved {$600.00} from the ATM. During my transaction, the ATM machine screen went black and shut down and attempted to restart itself, however the screen remain black/blank. I did not get any money or a receipt. I attempted to call the customer service and the automation phone service stated it would be a 20 minutes wait before someone could help me. I was on my lunch hour so I ran to the nearest Citizens Bank which is in the XXXX XXXX XXXX XXXX. I explained to the Teller what had happened, the Teller informed me that it showed that the money was withdrawn, however, the machine is attached to their branch/bank so they can not help me. I was still on hold while seeking in person assistance with the XXXX XXXX XXXX. The customer service representative on the phone stated I should file a claim which I did over the phone. On XX/XX/XXXX, there was a deposit of {$600.00} into my account and was immediately withdrawn by Citizens. I went on vacation on XX/XX/XXXX. I came back a week later and there was no deposit of my money in the account. I went to the XXXX XXXX branch to seek assistance and I was told there was no error with the ATM and that is why the money was withdrawn immediately after they ( Citizens ) deposited it on XX/XX/XXXX. I have been calling Citizens bank since XX/XX/XXXX trying to resolve this matter, I have been treated unfairly, again I have had this account for over 19 years. I am now seeking your assistance in getting my money back. I have tried asking the bank for the ATM video and computerized transaction for the week. I was told, I needed a subpoena. Attached, please find a photo of the ATM machine and my police report. Please help me get my money back. I am a homeowner, a husband of XXXX XXXX XXXX I can not afford to lose this amount of any amount of money. I need this matter resolve and I feel your office is the only one who can assist me in resolving this matter. Thank you.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2023, we closed on a construction loan with Citizens Bank. The construction loan was to construct a new primary residence in XXXX XXXX, New York on a plot of land we already own. Pursuant to the loan closing disclosure, attached to this complaint, the loan was for {$820000.00}, where approximately {$80000.00} was for construction costs and {$20000.00} was for closing costs. There was no equity requirement stated within any loan documents or conveyed verbally by the bank. This is reflected in the aforementioned closing disclosure. A check was produced by the bank 's attorney at closing in the amount of {$100000.00} to begin the initial draw. After we received the funds, we realized that the bank did not provide the full amount of the initial draw. Upon further investigation on the Citizen Banks app XXXX XXXX XXXX, we noticed that our loan amount changed from {$820000.00} to XXXX XXXXXXXX a difference of {$19000.00}. Coincidentally, this was the exact same amount of money that we had previously expended out-of-pocket for the demolition of the previously existing structure. We had been told by our loan officer that we would be reimbursed this amount, at closing, as it was part and parcel of the build. We had not been reimbursed. We continued to try and figure out what was going on by contacting numerous people at the bank. It was then that the construction department at Citizens, informed us that we had an equity requirement for the loan. As you can see from the disclosure documents, there is no mention of any such requirement on ANY loan document. Nor was it ever conveyed verbally or in writing. Coincidentally, the equity amount was {$19000.00}. However, as per the construction department, the bank decided rather than request equity, they would simply credit us the {$19000.00} equity requirement because we had " in earnest '' already spent that amount. We are now short funds to build. We have tried on numerous occasions to resolve this issue with the bank. We have escalated it to several departments and managers within Citizens Bank to no avail. We have demanded an explanation in writing from several managers. The latest is XXXX XXXX, XXXX - Area Manager. No one will provide an explanation as to why our loan amount changed without our knowledge and consent, why they added an equity requirement after closing without our knowledge and consent, and how they will remedy the shortage of funds.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a One Deposit Checking account with Citizens Bank on XX/XX/2022. Upon opening my account, I funded my account with {$500.00} from an external checking account and received a username and password for online access to my Citizens account. I tried logging on and got an error. I called customer service and they said the error is because my account is too new and to try again tomorrow. The next day, same error. I call customer service again and they say to try again tomorrow. The following day, still the same error. At this point, customer service is telling me theyre having system wide problems that should resolve in the coming days. At this point, I can tell theyre lying to me just so they can punt the problem to the next customer service representative. I ask to speak to the manager and get put on hold for 40 minutes to no end. The next day, I decide to just call to transfer the {$500.00} back to my external account and close the Citizens checking account. The customer representative tells me the only way to make such a transfer is either with an online account or in a branch. Still, my online account doesnt work due to the aforementioned error. I told them I dont have time in my schedule to travel to god-knows-where their branch is to make this transfer so they can finally close my account and end this fiasco. They tell me theres nothing they can do. So now my money is stuck with Citizens and they wont allow me to transfer it out. My online account doesnt work. And they wont transfer it over the phone.
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Citizens bank is advertising a XXXX bonus for opening a deposit checking account ( any checking ) and depositing over XXXX within 60 days of opening for a XXXX dollar bonus. They also advertise up to XXXX dollars for debit card purchases. I opened my account with them on XX/XX/2023. They said they pay 4 months after opening. I should have been paid XXXX XXXX. or at least at the end of month ( XXXX XXXX ) as advertised. I have met all requirements. Instead when I call them to inquire they leave me on hold, hang up on me, and promised me to correct my account with the deposit, but they did not. This is unacceptable and false advertisement.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: multiple calls and messages were not returned, information and many details are not verified and not accurate
Company Response:
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX was the executrix and sole heir of XXXX XXXX estate. XXXX XXXX passed away on XX/XX/XXXX. She had no children and did not leave a will. As her common law husband of 49 years, I am her sole surviving heir and a successor in interest. My completed loss mitigation application, submitted on XX/XX/XXXX, included a copy of the deed conveying the property from my wife to me. The attorney for the servicer requested additional documents ( death certificate for my wife and hardship letter ), which I submitted on XX/XX/XXXX. The complete loss mitigation application constituted a written request to be confirmed as a successor in interest. On XX/XX/XXXX, I contacted Citizens regarding the status of my loss mitigation application. The representative I spoke with said there was no application pending, even though Citizens counsel confirmed there was. By refusing to communicate with me about the status of my request to be confirmed as a successor in interest, Citizens failed to comply with federal law. On XX/XX/XXXX, Citizens requested documentation proving that either XXXX XXXX or I am a relative of XXXX XXXX. This request is unreasonable and unnecessary. XXXX XXXX was the executrix and sole heir of XXXX XXXX estate, and Citizens had previously recognized her as the successor in interest its XXXX complaint against her. The Complaint filed in XXXX included a deed granting title from XXXX XXXX XXXX to my wife, XXXX XXXX, and it included the letters testamentary granted to my wife over XXXX XXXX XXXX. Furthermore, on XX/XX/XXXX, I sent a Notice of Error outlining the above allegations. Citizens has still not responded to my Notice of Error, even though federal law requires a response within five business days. Citizens should immediately confirm me as a successor in interest to XXXX XXXX and communicate with me regarding my complete loss mitigation application.
Company Response:
State: PA
Zip: 19136
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: MI
Zip: 48214
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I received emails with personal loan offers that clearly stipulated that finding out my " rates '' WILL NOT affect my credit score as it won't be a hard inquiry. If I decide to go through with the application and select a loan product, then that's when the hard inquiry will occur. Well come to find out, they accessed my credit report ( hard inquiry ) without my concern, especially since I didn't select any of their personal loan offers given the sky high interest rates. I'm shocked to find that they have pulled my credit, and used it in ways I NEVER consented to. This includes XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CITIZENS BANKXXXX XXXX XXXX XXXX XXXX XXXX.
Company Response:
State: FL
Zip: 34234
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A