Date Received: 2023-07-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Citizens Bank will not allow me to access my accounts, either through their web site or through their app. I have NO ACCESS AT ALL to my money. Their systems only ever respond " this account is inaccessible/'unavailable ''. I am unable to login or perform any management of my accounts. THIS NOT A PASSWORD PROBLEM. It is NOT a technical problem on my end. I have been a XXXX XXXX for 30 years, and I know what I'm doing. I have spent hours and hours on the phone with their technical support. I have tried EVERY POSSIBLE WAY to make sure the problem is not on my end. Their support people have freely admitted that this is a well-known problem that is affecting many of their customers. They claim it is due to " updates '' they are doing to their systems, but refuse to give even a rough estimate of when the problem will be fixed. This has been happening for MONTHS. They are breaching their contract with me. This is critically affecting my finances, especially since one of the accounts is a large loan which I desperately need access to. I have worked endlessly with them to get this resolved, but they haven't, and show no signs of caring about the issue. Please do whatever yiu can to resolve this. XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a checking account with Citizens Bank using a promotional offer code XXXX. Under this offer, Citizens Bank is offering a bonus of up to {$400.00} when you open a new checking account, as follows : To earn a {$300.00} bonus, open your first new personal checking account between XX/XX/XXXX to XX/XX/XXXX and have at least XXXX single direct deposit of {$500.00} or more post to your new checking account within 60 days of account opening. To earn up to {$100.00} : Get paid {$2.00} per qualified debit transaction ( up to {$100.00} ) that post and clear your new checking account within 60 days of account opening. I have met all offer requirements ( please see description below ), but I did not receive my {$400.00} bonus. XXXX. I opened my account on XX/XX/XXXX. XXXX. I received a direct deposit on XX/XX/XXXX XXXX. I have made XXXX debit card transactions that were posted and cleared in my new checking account within 60 days of account opening. After meeting all requirements and before I received my {$400.00} bonus, Citizens Bank notified me that they have closed my account on XX/XX/XXXX. Although I met all the requirements, I did not receive the {$400.00} Bonus. Based on the clear terms and conditions the Bank is legally required to pay me the {$400.00} bonus.
Company Response:
State: SC
Zip: 29607
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens Bank will re-open checking accounts if a deposit is made by accident, and then charge fees associated with the account. This is done after customer requests account closure, and re-opening does not require Citizens to notify the customer- although frankly the account should just stay closed. I requested my checking account be closed with Citizens Bank on XX/XX/2022. On XX/XX/2022 a direct deposit was made to the account due to a tax refund from XXXX. This automatically re-opened the account ( 2 months later! ) and since then 7 fees have been assessed ( only other transactions on the account ) for {$9.00} each, cumulating in nearly {$70.00} in fees. On XX/XX/XXXX, I am attempting to re-zero the account again, and then will have to call again to request closure, or fees will continue to be assessed. They will not or can not close the account in a way that prevents future transactions from automatically re-opening the account. They claim this is the terms and services of the account, but it is abusive in that the thing that happens automatically is that Citizens recieves deposits, processes charges, and collects fees, but what can't happen automatically, or even at customers request is to prevent future transactions.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I opened a new bank account with Citizens Bank on XX/XX/23. Citizens initiated a transfer of all my funds using my routing and account number from the bank I was leaving. ( I did not initiate this transfer whatsoever, I was just there watching. ) The total amount was {$6400.00} ( {$200.00} to savings, {$6200.00} to checking ) I was told this transfer would take maximum XXXX days. After 3 days, I called the bank and complained that I hadn't received the funds yet. They told me XXXX XXXX XXXX was holding it. After calling XXXX & XXXX, they said they released all the funds and they no longer have them. XXXX weeks later, both banks are having me call the other one for me to figure this problem out myself. I have been previously working with the Citizens branch XXXX, but have not been able to get anyone on the phone for a few days. Nobody seems to know where my money is or how I can get it back. There was a few times they thought they had found the problem. First, Citizens said their fraud department was holding onto it. However, upon calling them myself, they said they had no record of this. Then, the branch XXXX at Citizens said the money had bounced back to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has no record of incoming transfers. It has been over XXXX weeks since Citizens has had all of my funds, and I have been unable to pay bills or rent without the help of friends and family.
Company Response:
State: RI
Zip: 02905
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: These XXXX different transactions of {$7.00} each per month were never authorized. How did this happen? Why was I charged? Refund me {$56.00} ASAP. See attached.
Company Response:
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I experienced hardship during XXXX in XXXX and fell behind with my auto payments at which time I tried modifying my loan with Citizens bank auto finance. After review, my payment did not change but I was offered a payment extension which would end in XXXX. I started making regular payments in the amount of {$480.00} and did not miss any payments. However, I was locked out of my online account and was instructed to contact Citizens bank customer service to make payments upon calling them on XX/XX/XXXX, I was directed to their loan counseling department at which time a representative was reviewing my account to take my payment and resolve the issue at hand I then questioned why I was locked out of my online account and why I was being told that I had a past due payment. The representative continued reviewing the history of my account and informed me that the reason my online payment was noted as past due is because in XX/XX/XXXX my regular payment of {$480.00} was applied to my principle and did not satisfy my regular payment. I informed the representative that upon making the payment in XX/XX/XXXX I selected the regular payment box and did receive any confirmation that the payment was not reapplied to satisfy my monthly loan obligations. This error meant that in addition to the XXXX principle payment I was still responsible for making another regular payment in the same amount to satisfy my payment agreement. I informed the representative that I have never made any principle payments in my history of payments and always paid the regular scheduled payment each month. She then transferred me to collections to discuss and resolve the issue. I spoke to a collection representative and his manager and were told that they could not reversed the principle payment and apply it a a regular payment because it has been over 90 days. I explained that I made the payment online as regular payment and never deviated from that practice as well as was never made aware until today XX/XX/XXXX that the past payment was applied to my principle. I explained that the amount was the regular payment amount and it shows consistent within my payment history as acknowledgment that I am responsible for a monthly scheduled payment if {$480.00}. However, despite my plea, the representative, his manager and another supervisor refused to help me. They then transferred me to the finance department who also could not provide me with any assistance. The collections department also blamed me for their online payment website problems. I was told that it was not an error made on the behalf of the bank and therefore can not be reversed. I informed the collections representative that I made the payment correctly and that I have no control of the transmittal process and the internet issues surrounding their online services. They continued to ignore my plea despite my defense that I have never made a principle payment in the history of the loan and that the amount I paid was the regular payment amount I was expected to pay. I also explained that I have been struggling with the regularly scheduled payments as it stands and would never make additional payments in an effort to offset my principle amount. I further explained that my payments have always been made at the end of my grace period on the XXXX of each month in addition to reiterating the hardship of meeting my past financial payment obligations with regards to this auto loan. Nonetheless, the representative did nothing to resolve the matter and after speaking to his supervisor I was directed to speak with the financial department who could not help me and directed me back to collections. The finance representative informed me that she has no idea why I was transferred to speak to her department as the matter is in the lap of the collections department due to repossession. I was appalled by this news and requested to speak to corporate to file a complaint as I had already paid off more than half of my loan and for the most part was making monthly payments each month on a timely basis which was all in good faith despite facing financial setbacks in past and present. However, Finance ignored my concerns and told me that there is nothing that can be done and transferred me back to Auto collections. I then spoke to XXXX who reaffirmed that they could not help me and that he would file an internal complaint. I requested to file a dispute but he informed me that they did not have a process for filing a dispute on this matter. I requested again to contact corporate department but was told that they do not have any information to reach out to corporate directly. I had been on the phone for several hours and was receiving no assistance to resolve the issue. I was very concerned that the back and forth has not provided me proper assistance and customer satisfaction, particularly since I have made every effort for the past several years since XXXX to keep on top of my loan payments. Now with this error coming to light, I was hoping that they would focus on proper customer satisfaction and not make excuses for attempting to repossess my car. The bank approach is also very deceptive in regards to blocking my online payment so that they can repossess my car without me knowing. I also couldnt understand why I needed to call them directly as they were seeking control in how and what payment they will accept. In fact I perceive this practice as an attempt to blindside me with their attempts to repossess my vehicle over past discrepancy and payment submitted over a year ago, and unknown to me. This approach by the bank leads me to believe that they were going to repossess my car over this online error causing my payments to fall further behind. I no longer trust their online payment website and supports due to this outcome as what I have done in good faith and with good intentions were now negatively impacting me and my family. I also suffered harm with my credit report and is currently on the hook for more payments than I can handle. The bank representatives and supervisors refused to evaluate my concerns based on my payment history. and continued to make a case that I was at fault for this problem. In addition, they attempted to use this discrepancy to their advantage knowing that the payment amount was within the realms of my regularly scheduled monthly payment This further provides a lack of trust in their practices and online Support services. They clearly dont care about their customers satisfaction, resolution and their on line support services that they provide to their consumers as a matter of convenience, when they advertise that their online services are quick, easy and secured. Thus, they refuse to acknowledge that online supports and services can also be problematic and will need constant monitoring and maintenance as with many other online services/ websites. In addition to errors that may occur which can adversely impact their consumers as no one is completely immune from any cyber attacks or problems. But instead of listening and caring about my concerns they engaged in a repeated back and forth with an outright refusal to accept responsibility for what has occurred to me. The bank failed to also acknowledge that they should be more supportive a to their customers when they stand to benefit from their transactions.
Company Response:
State: NY
Zip: 11763
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Today on XX/XX/XXXX, I received my paycheck via direct deposit of XXXX. I only received XXXX. Then when I checked again I only had XXXX. I had pending transactions that were covered by a {$50.00} money order that I put in my account on XX/XX/2023. The money order cleared the next day on XX/XX/2023. This morning I went to XXXX and paid {$19.00} because I had $ XXXX in the bank and knew that I would have a tiny overdraft and that my paycheck would come in after XXXX today. So when I checked my account earlier it said that I was overdrawn by {$13.00} something and there were no pending transaction listed because everything was already cleared not pending. There were pending transactions of {$62.00} dollars. {$50.00} of that was already cleared and covered by the {$50.00} money order. The remaining balance should have been {$13.00} something and that is all. So I should of had {$1300.00} deposited into my bank not {$1200.00}. XXXX took {$53.00} dollars out but that is correct. Someone miscalculated my direct deposit and is acting like I never had the {$50.00} dollar money order in the bank at all. That is where my missing {$50.00} dollars is and I need it back asap. I am a single mom of XXXX and I need all of my money. I called Citizens customer service line and the lady on the phone was no help at all. She kept getting confused and she did not know why my account was missing {$50.00} dollars. Then she put me on hold and when I asked for a manager and never took me off hold. I just need my {$50.00} dollars back because my account was in good standing until this morning when I paid for breakfast for my mother who did not have any money and was very hungry but that would have been only - {$13.00} something in that is all. Please help.
Company Response:
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was buying a bulk of groceries through XXXX XXXX app and decided to use Citizens Pay as I didn't have the full amount to pay up front. When I went to check out and my order was ready I realized the order was in a different state ( XXXX ) when I live in XXXX. I called the XXXX XXXX 's and advised them if they can cancel the order since there will be no way for me to pick up a different order in a different state. They canceled the products and I have proof on my app showing this. I have called both XXXX XXXX and Citizens to get this issue resolved for 2 months now because this incident occurred XX/XX/2023. I have a case for XXXXXXXX XXXX XXXXXXXX and a escalated case for XXXXXXXX XXXX XXXXXXXX. The last I heard and keep hearing from both companies is that this will be fixed. The fine line print for XXXX is 3-5 business days to receive back my credit or refund on card if used by card. I have received nothing and citizens bank credit line back to par. This has damaged my credit by XXXX points and regret to say has been a terrible problem and has yet to be fixed. My total order for this was {$310.00} and to this very day is still showing I owe this amount. I have reached my limit of patience of this getting resolved and have no were to turn to because I am not receiving any answers for this to be resolved.
Company Response:
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens Bank refused to investigate fully my disputed transaction. I reported a transaction that I did not make but Citizen Bank refused to give me any documents supporting their decision. The transactions are made on XX/XX/2023, posted date of XX/XX/2023 from XXXX XXXX for XXXX $ ( charged twice ) which I do not have an idea about. There was also a charge of {$34.00} from XXXX from New Jersey which I did not make since I live in New York. I called Citizens Bank numerous times but my complaints were ignored.
Company Response:
State: NY
Zip: 11701
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone opened a checking and savings account with Citizens bank using my email and information including social security information. I called citizens bank and they closed the account and reported it and told me to do the same. This happened on Sunday XX/XX/ 2023
Company Response:
State: LA
Zip: 70124
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A