Date Received: 2023-08-02
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I have a checking account with Citizens bank, I recently used them to deposit a check that had been sent to me by a family member I am not the only family member to receive this check. I used their mobile deposit option thinking I would use the feature and within 5-7 days my money would be deposited into my account. This check is for XXXX and is a big deal to me, after I used their mobile deposit feature I received a letter in the mail from citizens bank stating I would be seeing my deposit in my account on XX/XX/23, when it became XX/XX/23 I became worried and called them. They told me that they were having trouble verifying where the funds were coming from and then told me over the phone that I would not be receiving the deposit until XX/XX/23 because of verification problems, that to me was unacceptable and in some way can not be legal due to regulations on banking, after this phone call I called the person that sent the check to me they said that the funds were taken out of their out of their bank account on XX/XX/23 all XXXX XXXX after a couple more days I decided to call again because I was frustrated and wanted more answers as to why it would be XX/XX/23. I asked to talk to a supervisor and was put on hold until then I finally reached a supervisor that told me that if I was able to get a number from the other bank stating they verified the funds and that it was taken out of the account that that would speed up the process. They told me they can not cancel the check, that they do have the XXXX $ and they also stated nothing on the check was unusual. I am writing this now because even after I gave them the information from the other bank they still have not updated me about anything, they still have not called me and I do not believe they are making efforts to make this resolution come true. I am never using citizens again as I feel they are scammy and thiefs. If there is anything you can do thank you I appreciate the help thank you.
Company Response:
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX reached out to me via email informing me that he works for Citizen bank mortgage and would offer competitive rate. After several back and forth regarding the mortgage rates, I decided to go with XXXX XXXX ( Citizen Bank ) as my mortgage lender since they were offering me 3.875 % for 7 years and after that variable interest rate ( per market rates at that time ) ie 7 year ARM at XXXX points. I had similar offers from other lenders. However, I decided to go forward with XXXX as he promised a quicker closing time. The initial closing was planned for XXXX XX/XX/2022. Prior to that I received closing documents from Citizen bank which mentioned the interest rate of 3.875 % for 7 year ARM ; however costing me XXXX points which were worth XXXX USD. I brought it to XXXX 's notice and he said that I should not worry as it was a mistake. He will make sure that these points are taken off prior to closing. I had driven to XXXX NY from XXXX MA ( my residence at that time ) the day prior to closing to make the final walk through the house. However, I was informed by my lawyer that the bank cancelled the closing ( scheduled for XXXX XX/XX/2022 ) as they did not want to take off the XXXX points. After multiple attempts the bank finally gave me new closing date of XXXX XX/XX/2022. Since the cancellation of the closing, XXXX stopped answering my calls. I, after getting in contact with his supervisor, was able to get in touch with him and he again said that he will try to take off the points. As my lease in XXXX was coming to end me, my wife, my then XXXX daughter, my parents and my dog drove from XXXX MA to XXXX NY on XXXX XX/XX/2022. We had to rent out XXXX for XXXX and XXXX XX/XX/2022. I did not receive closing numbers till in the office of the lawyer around XXXX XXXX at the time of closing. The XXXX points worth XXXX usd was still on my mortgage and I did not have time to go through numbers before to refute. As me and all my above family desperately needed a place to stay ( and XXXX was expensive-receipt attached ), I felt compelled to sign the papers. Now that I have settled in and I feel that XXXX and Citizen bank made a false promise to get my business. I feel that I deserve back the XXXX USD I paid for those XXXX points which initially they had promised they will not apply on my loan. In addition, I would like Citizen bank to reimburse my XXXX charges ( XXXXXXXX XXXX ) which were incurred due to cancellation of closing the XXXX time.
Company Response:
State: NY
Zip: 10710
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was unable to access my online account starting on XX/XX/2023. After contacting Citizens Bank that day, I was advised that they were reviewing my relationship with the bank and I was unable to access my account. This has been the answer I was given each time I called, with no explanation as to why the relationship was being reviewed or even an end date as to when this would be completed. I again attempted to speak with Citizens Bank today on XXXX and reached a supervisor. After explaining the situation and advising that all I wish to do at this point was access my funds and close my account, I was told I was unable to do that due to the review. When I asked when this review will be completed, I was told that there was no end date and that I may receive a letter within XXXX business days after the review is completed. At this point, I wish to end my relationship with the bank, but I am unable to and no one will tell me why.
Company Response:
State: MA
Zip: 01420
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023, I opened both Checking and Savings accounts with Citizens Bank, at their XXXX, NY branch. I used a promotional offer code ( XXXX ), sent to my address at that time. The offer said I would get {$600.00} if I open accounts- {$300.00} for opening a checking account and receive monthly deposits for 3 months. - {$300.00} for opening a savings account and kept a {$15000.00} over 3 months. - Bonus would be paid on XX/XX/XXXX. 2023 When reaching out in XXXX to complain, they : - Did not have track of the promotion - After I provided the bank with the code I used again, they told me that they found it and ( accurately ) described what the voucher said, that by XX/XX/XXXX I would see the deposit. On XX/XX/XXXX, a XXXX after I should have received the bonus, I asked again : - They lost track of the promotion ( again ). - After I provided the bank with the code, now there's a " case '' ( XXXX ). - A customer representative told me that probably I will see the deposit by XX/XX/XXXX. Today is XX/XX/XXXX It's been almost 7 months since I open the account.
Company Response:
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was given incomplete information about the terms of forbearance by the servicer of my Citizen 's loan ( XXXX ). Here is that complaint, which contains the issue that I am making a complaint for with Citizens : " I applied for an extension/forbearance. I was informed that I could forbear for XXXX increments for up to 12 months. My forbearance was accepted for XXXX and XXXX. I attempted to apply again to forbear for another 2 months since I am still unemployed and experiencing hardship. I was told that I need to wait 12 months before I can forbear again. This XXXX waiting period before using another 2 months of forbearance was not communicated to me in either verbal or written review of the terms of the forbearance. When I brought this to the attention of a representative over the phone, I was informed that the complaint would be made, but I would not be able to get additional forbearance until next year. '' XX/XX/2023 XXXX replied, noting that " In accordance with our agreement with Citizens, as your loan servicer, we are obligated to service your loan in accordance with your lenders guidelines. '' XX/XX/2023 I then called Citizens on XX/XX/2023 to try finding another way to forbear my loan. If I had known I was only able to forbear my loan for 2 months within the entire year, I may have waited and used the forbearance at an even more difficult time. I am now making this complaint against Citizens because they were unable to take responsibility for the lack of proper communication provided by their servicer, and were unable to extend my forbearance.
Company Response:
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My credit card was stolen. There were 35 unauthorized fraudulent transactions on my credit card. They are all listed Below : XX/XX/2023 : {$43.00} from XXXX XXXX XXXX {$12.00} from XXXX XX/XX/2023 : {$42.00} from XXXX XXXX XXXX {$8.00} from XXXX XXXX XX/XX/2023 : {$6.00} from XXXX XXXX XX/XX/2023 : {$18.00} from XXXX XXXX XX/XX/2023 : {$12.00} from XXXX XXXX XX/XX/2023 : {$31.00} from XXXX XXXX {$10.00} from XXXX XXXX {$7.00} from XXXX XX/XX/2023 : {$32.00} from XXXX XXXX XXXX XX/XX/2023 : {$33.00} from XXXX XXXXXXXX XXXX XX/XX/2023 : {$9.00} from XXXX XXXXXXXX XXXX XX/XX/2023 : {$6.00} from XXXX XXXX {$32.00} from XXXX XX/XX/2023 : {$9.00} from XXXX XXXX {$34.00} from XXXX XXXX XX/XX/2023 : {$10.00} from XXXX XXXX XXXX {$3.00} from XXXX XXXXXXXX XXXX XX/XX/2023 : {$9.00} from XXXX XXXX {$23.00} from XXXX XX/XX/2023 : {$6.00} from XXXX XXXX {$34.00} from XXXX XXXX XXXXXX/XX/2023 : {$36.00} from XXXX XXXX XXXX XX/XX/2023 : {$36.00} from XXXX XXXX {$9.00} from XXXX XXXX {$34.00} from XXXX XXXX XX/XX/2023 : {$30.00} from XXXX XXXX XX/XX/2023 : {$8.00} from XXXX XX/XX/2023 : {$34.00} from XXXX XXXX {$10.00} from XXXX XXXX XX/XX/2023 : {$26.00} from XXXXXXXX XXXX XXXX XXXXXXXX {$37.00} from XXXX XX/XX/2023 : {$37.00} from XXXX XX/XX/2023 : {$90.00} from XXXX XXXX I promptly reported the stolen credit card and unauthorized fraudulent transactions to the fraud department at Citizens bank. The lady on the phone processed my claim and gave me a claim number XXXX. The total amount of unauthorized fraudulent transactions is {$830.00}. The lady on the phone incorrectly reported {$800.00}. I received a letter in the mail 7 days later from Citizens Bank that my fraud claim was denied. No reason at all was given to me as to why it was denied. Since I received this letter, I have repeatedly called the company, but was placed on hold for hours upon hours and hours, and hung up on. I have called the company at least 12 times since XX/XX/XXXX to resolve these fraudulent transactions on my account, to no avail. Citizems Bank is not only refusing to remove these fraudulent transactions, but they are charging my credit card interest on top of them. Two incorrect interest charges of {$57.00} on XX/XX/XXXX and {$65.00} on XX/XX/XXXX were placed on my credit card account. I respectfully ask that Citizens Bank remove these unauthorized fraudulent charges from my credit card immediately. I also respectfully ask that Citizens Bank remove the erroneous interest charges that accrued as a result of these fraudulent transactions immediately.
Company Response:
State: NY
Zip: 10956
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Over {$10000.00} has been taking thru my citizens account XX/XX/XXXX, sent over to a guy named XXXX XXXX on a third party XXXX XXXX I contacted both parties about the issue. I contacted my bank they said they would do a claim to get the funds back to my account & to wait 7-10 business days. I waited the days I call back because I seen no money was returned they told me I had to contact XXXX XXXX which I did, I explained this issue they said that it was my bank who has to issue the return because they cant do nothing about it since money was received to ( XXXX XXXX ). So, I go back to my citizens bank to get this resolved & they keep telling me there gon na have me on a call back number thru there fraud mind you I have not received a single call back. I have the calls from me contacting citizens 10 times for a single call back to get my money back its been over a month & half. If my bills & monthly payments didnt come out I wouldve switched to another bank. I have a family to support and the way Im getting treated thru these companies is absolutely ridiculous.
Company Response:
State: MI
Zip: 48127
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I received an alert from XXXX XXXX that my XXXX XXXX dropped significantly last fall. I pulled my free credit report and saw a charge from Citizens Bank. I called them and found out that there was a XXXX XXXX credit card with my name on it. I told the representative that I did not open the account. She then asked me to verify my information. I checked and everything was the same other than my email address and they did not have my work number. I stated again that this was not my account. The woman asked me if I knew who opened it. I said no. She said she would initiate a dispute on their end. I then disputed the account with XXXX and moved on. I received a collections call from Citizens Bank in the spring for this account. I told the person I spoke with that this was not my account and that they should not call me again. I alerted them that I had already filed a dispute with the credit bureaus and Citizens Bank and asked if there was a record of this. He said there was not. I then called the number for Citizens Bank on my credit report. The woman I spoke to said they wanted me to send : A copy of my social security card and proof of my birth date A writing sample My signature written several time A copy of an FTC report I told her that seemed to invite additional fraud and I would not. I disrupted the charges again online with all three credit reports and am filing this dispute for fraudulent activity. I did not open this account, authorize this account or in any way use it. I dont know who opened it, how they opened it or why. I am asking for any assistance with removing this fraudulent activity from my account. I have been the victim of identity theft before and have XXXX and monthly credit monitoring. Most recently, I was a part of the XXXX data breach and the XXXX XXXX data breach. I do have monthly credit monitoring and I do have fraud alerts on all three credit bureaus. Any and all help in getting this matter resolved and removing this Citizens Bank card from my report would be greatly appreciated. I have one credit card and it is in good standing and I would like to keep it that way.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I submitted a transfer from my citizens access HYSA savings account to my XXXX XXXX XXXX account. This is the same XXXX XXXX XXXX account Ive had for years and was already linked and used multiple times to transfer in and out of citizens access. Its not a new account, nothing has changed- no change of address, nothing. On XX/XX/XXXX I received a text stating that my transfer has not been processed and to call their number for questions, no explanation, just to call if I had questions. I called and spoke with XXXX. I read her the text message and asked what is going on. She said I dont know, I dont have the answer. I asked multiple times why did the transfer not go through then, that we need to withdraw money, and she just kept saying I dont know. I asked can you fix the problem then, she says I dont have the answer, I asked to speak to someone who knows why Citizens Access is not letting me transfer my money out and she said they are on the backend and dont speak to customers, and said she needs to submit a request. Im already worried as its suspicious when a company stops you from withdrawing your money and then wont say why or how to fix it, literally keeping my money hostage. My husband called around the same time and was also given the runaround. Soon after our calls we get an email document saying our account is frozen and all account services including transfers terminated ( see attachment ), so I called again since I have no idea what is going on and the document didnt say why this is happening and our savings are in there. This time the rep says shes sorry our tranfer request was stopped and she doesnt see the document I was emailed about our account being frozen, and didnt know why but she at least said shed push the initial transfer request through and itd take up to two business days. I asked multiple times if our account is frozen and why did we get this document then and she assured me its not frozen and our transfer request would go through in up to two business days, by Friday, so I said ok. Friday comes and goes- the transfer did not go through, no email, no call, so Im worried and planning to have to call again Monday to try to find out what is happening. Saturday I miss a call from them and the voicemail is vague only stating theyre calling in regards to our request and to call back to the main number. I call and say I received a voicemail, explained what is going on again, and they again say that my account is frozen but they dont know why and cant fix it, so when I ask again to speak to someone who can tell me why my transfer was stopped then account frozen, they said I have to call back Monday. At this point I near lose my mind as this is between my husband and Is 6th time calling and every person has been rude and extremely shady, saying over and over that they dont know why the transfer was stopped, dont know why the account is now frozen, refuse to let me speak with anyone higher up who may know, with no resolution to unfreezing my account given. Please help me have access to my money in my citizens access savings account. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I dont have the means or the time to have our money held hostage and essentially stolen by not giving us access, calling time after time with 40+ minute hold times just to be told by the very company doing this they dont know why, yet continuing to not allow the transfer and then freezing our account and not giving reasons or resolutions. Please help us. Thank you so much.
Company Response:
State: CA
Zip: 94568
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In late XXXX we were suddenly unable to access our joint savings account at Citizens Access. My husband and I could log in, but it said, " you have no account. '' At first I thought our account had been hacked, but I called and the agent could see our account was intact. They said to wait a few days and we should be able to access our account as normal. That was a month ago. We can still not access our account or funds. We can not see any statements or documents. We called Citizens Access again XX/XX/2012, XXXX and XXXX. Each time they apologized and said it is a technical error and they opened a ticket and they were working on it. But no resolution. The last time, my husband demanded they at least email us a verification of deposit so we can prove we have this account, because we can not even see the balance. They emailed us that paper, but now it is XX/XX/XXXX and we still can not see the account as of today. Please help. Citizens Access has done nothing to correct this problem. We feel as though Citizens Access has stolen our money. I understand that Citizens Access is owned by Citizens Bank, which is owned by Citizens Financial Group , Inc .
Company Response:
State: MI
Zip: 48236
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A