Date Received: 2023-12-31
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: this is a on going problem since my car was repo back in XXXX. I have many problems one I regain my car but still have a charge off on my credit making it hard for me to sell so next problem they moved my loan to a different department making it that I have to call in my payments lines are always on hold and once I do a phone payment I don't get a recipe I don't like that so to track my payments I started doing online payments where my bank mail them the payment they are not posting the payments missing payment the checks not being cashed making me fall behind there was 3 payments not posted and I had the bank on the phone with me to prove one of the check was cashed but not put to my payments 3 checks never got cash and now it takes my bank 30 days to track the checks down and cancel them for me to get my money back 3 weeks ago I did a bills payment for {$1500.00} no recipe not posted then another one for {$500.00} no recipe not posted this is crazy and they the ruddiest people to talk to understand they not getting my car and they need to get it that people can do online payments so I can see the transacton and posted payment with a recipe
Company Response:
State: CT
Zip: 06905
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023, I opened a new Citizens Quest Checking account with your esteemed institution using a promotional code that promised a {$500.00} bonus if I made multiple direct deposits totaling {$5000.00} within 30 days of the account opening. I am pleased to inform you that I have diligently met all the specified requirements within the stipulated timeframe. To provide you with the relevant details : Account Holder 's Name : XXXX XXXX Account Number : Citizens Quest Checking - XXXX Promo Code Used : XXXX Despite having fulfilled the conditions outlined in the promotion, I have not yet received the promised {$500.00} bonus. I understand that administrative oversights can occur, and I am confident that this matter can be resolved promptly. I kindly request your assistance in investigating the matter and rectifying the issue at your earliest convenience. It would be greatly appreciated if you could provide an update on the status of my bonus and, if necessary, any steps I need to take to ensure the timely resolution of this matter.
Company Response:
State: NY
Zip: 11224
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: In XXXX of 2023, I had my work hours cut because of an injury. I was making my payments as I was supposed to but with a cut in pay, I knew that I was going to be in trouble. During a call from Citizens Bank, I asked XXXX XXXX if I could refinance the loan for a lower payment. He said no. In XXXX of 2023, I had asked for a forbearance and I could only get one for 3 months. After my re-payment started, my payment went {$280.00} to {$300.00} and that didnt help at all!! Since then, Ive had to wait until my next XXXX XXXX check comes the next month to pay it. The loan is always paid in the second week of the month but Im XXXX weeks behind. The payment is due on the XXXX of the month. On the XXXX of the month, the phone calls start!! I get as many as XXXX or more per day from the XXXX to a few days after Ive made my payment. My payment is never a month late. These dates are the most recent that I have but my phone didnt store the calls from the XXXX. Following are the dates and times : XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I dont answer the calls because the first time that I did I was pressured into post dating checks for XXXX payment that put me into another bind. All I want is for them to work with me so that I can get this loan paid off and to quit calling me. They know when I make my payment.There is nothing in my loan paperwork that says it can not be re-financed. I appreciate your help.
Company Response:
State: PA
Zip: 15701
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I believe that Citizen Bank is targeting individuals with accounts who live on a very tight budget. I live paycheck to paycheck not having access to my money presents a major challenge for me. Citizens has unnecessarily withheld my funds in my account while causing me to accrue unnecessary bank fees for insufficient funds and also causing me fees at locations I have automated payments set up with. When Citizens has withheld my funds from me unnecessarily, places that debited my account charged me on top of the fees I was getting charged from Citizens. Citizens has become a bank I can not afford to bank with. Timeline : XX/XX/XXXX : I revoked a company 's authorization to debit my account on XX/XX/XXXX. I received documented in writing that they would no longer debit my account moving forward. On XX/XX/XXXX they debited my account again anyway in the amount of {$460.00}. I contacted the company who admitted their mistake and advised the payment already processed so they could not reverse it and directed me to talk to my bank. I contacted citizens and shared this situation with them. I offered to send the documentation verifying the company knew and agreed to no longer debit my account. They would not take it. They told me upon completion of the investigation if any fees were incurred as result of the funds being held during investigation they would be refunded upon completion of the investigation. 7 days and multiple calls to check status later, the funds still had not been returned to my account. I contacted Citizens who first told me they closed the complaint and had no information on the resolution of the matter. I was furious and asked to speak with a supervisor. The supervisor did some type of review of my account and assured me the investigation was not closed and that they in fact were still finalizing everything. During this time period my account incurred {$170.00} in fees due to insufficient funds as my account should have had that {$460.00} in it to cover debits/charges. The next day I noticed the {$460.00} had been returned to my account, however no fees were removed. I called about this, and they assured me they would take care of fees and to give it about 30 minutes. 30 min later only part of the fees were refunded. I had to call back again to get the rest of the fees returned. They did fix this after my second call and returned those fees. The fees I was charged by companies debiting my account for autopay during this time put me in a distressed financial situation. In previous attempts to dispute a charge, my account was returned the fees disputed within 24hours. Waiting 7 days for an investigation of a debit from a company that admitted they mistakenly debited my account with documentation to prove this is extremely unnecessary. XX/XX/XXXX : I received my first paycheck from my new job on Saturday XX/XX/XXXX. Due to banks closing early on Saturdays, I had to use mobile deposit to get my funds in my account as soon as possible. My mobile deposit was in the amount of {$3100.00} from an XXXX Payroll account which was clearly indicated on the check. As of Thursday, XX/XX/XXXX my funds still weren't available to me which I thought was odd so I called Citizens. The customer service rep could not help me and told me my funds would not be released until XX/XX/XXXX. I was furious. I could not understand why my payroll check would be held for 13 days before releasing my funds to me. They couldn't explain it either, so I asked for a supervisor. I was on the phone for 45 min and the supervisor informed that they were unable to verify my check and if I got a contact name and phone number from the check issuer, they would be able to release the funds to me. I contacted my payroll department and got this information as directed. My payroll department said that the account is an XXXX payroll account and they have never had a bank not accept a payroll check before, they also shared that XXXX verified they released the funds to cover my check to Citizens on XX/XX/XXXX. I called back Citizens and explained that I needed to speak to a supervisor to provide the name and number for them to verify my check. After waiting on hold for an hour and a half, the customer service rep came back on the line and told me the supervisor phone lines were down and I would have to call back. I was very upset and asked why I had to call back after waiting for so long, couldn't the supervisor call me back. He told me no. I then asked if I could at least leave the name and number to verify the check to be passed on to the supervisor and was again said no and that I had to call back. I asked when I should call back and he told me tomorrow. It was only XXXX, I told him this is unacceptable for me to have to call back tomorrow, and he said call back in an hour or 2. I called back around XXXX XXXX and spoke with someone who told me that my funds were being held due to be depositing the check via mobile. I told her that shouldn't matter, I have done mobile deposit before, and this didn't happen. She attempted to help and put me on hold while asking if I presented into a location in person with the check would my funds be released. A supervisor told her no so I asked to be transferred to a supervisor again explaining I had to give the contact 's name and phone number I had so my check could be verified. The supervisor got on the line and thankfully was the one who told me to get this info and call back. I gave her the name and number to call and verify my check. She made sure she had a good contact number for and told me she would be sending the name and number to verify the check to the department that does that and that she would call me back as soon as it was completed. She never called me back. On XX/XX/XXXX I called the bank back again attempting to get a status on the check verification because the funds still had not been released to my account. I was transferred to a male supervisor who told me he has no clue how to find out if the check verification had been completed or not. I was again furious. I told him this is unacceptable especially since I have verified my funds were released from XXXX to the bank on XX/XX/XXXX. he told me the funds went to the Federal Reserve not Citizens and that my deposit will not be released until the Federal Reserve sends the funds to citizens. I told him I had already incurred {$75.00} in insufficient funds fees and that now my electric bill check has bounced, and I am being told my electric will be cut off if I can't resubmit the payment for processing. With my account negative, I am unable to submit another payment to the electric company. I explained this and he said sorry there was nothing he could do. I told him I seen the insufficient funds fees that were refunded to my account so that indicated to me that Citizens knew something wasn't right with them withholding my money. He told me " Oh that was because we released {$220.00} of the check amount to you but when it didn't get paid to us within 2 days, we pulled the {$220.00} back ''. I was furious again. At this point I am racking up more fees, in jeopardy of my electric getting cut off. I am incurring late payments on bills I have due that I am unable to pay as I should've had my money no later than XX/XX/XXXX since the deposit was completed on XX/XX/XXXX. I feel that Citizens preying on me and individuals like me that live paycheck to paycheck where they can do poor business practices like this, charge me a bunch of fees and also cause me to get outside fees charged to me because of what they are doing. None of this makes any sense to me. I have banked with Citizens since XXXX and have never experienced such poor service nor have my deposits or funds been withheld from me for unnecessarily long times causing me further financial distress. I am sure I am not the only customer being affected by these bad business practices.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Hello, I had an alarm system installed at my home via XXXX. I was informed that I had to take out a line of credit ( CitizensPay- Division of Citizens Bank ) to have the equipment installed. After being approved for the line of credit for the equipment, the system was installed. I paid off the credit for the equipment. However, after paying off the line of credit, I had returned one equipment item ( {$100.00} ). A XXXXt technician removed and the equipment was returned in XX/XX/2023. Ive been told many different things regarding the refund ( ex. Its on its way, the check is in the mail. ) When I called today, I was now told that this issue has to be researched. Ive been exceedingly patient, but I feel Ive been given misinformation about refund. As of today, the account is still active after asking for the account to be closed.
Company Response:
State: MA
Zip: 01970
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I opened an online savings account with Citizens Access Bank. Approximately XXXX hours later, the account was closed without my knowledge or consent. I have contacted the bank on numerous occasions ; to be provided with an explanation as to why my account was closed. Each time, I have been told I will never be given any form of explanation whatsoever. I am unable to log in to my account. I am unable to open a new account. I feel as though I am being actively discriminated against without cause. Therefore, since I am not allowed to open a new account and I have never been given a satisfactory explanation as to why my account was closed shortly after it was created ; I have opted to submit a formal complaint with the Consumer Financial Protection Bureau. I am willing to provide the CFPB the opportunity to act as an intermediary on my behalf ; to properly resolve this matter. However, to be clear, if this last ditch effort fails to properly rectify the situation to my satisfaction ; I will be forced to take matters into my own hands. I look forward to my government actively enforcing the Civil Rights Act of 1964 upon Citizens Access Bank and putting an end to their discriminatory actions towards me.
Company Response:
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: This has been going on for months - charged multiple Overdraft Fees when no more than one should have been applied. Same-day deposits not being applied to account for XXXX or more days, then being penalized for deposits not being counted, yet transactions still going through even after balance is low : balance is often low BECAUSE of Overdraft fees. While Reps try to be helpful, they're not able to correct/rebate multiple fees. Just yesterday I was charged an Overdraft Fee when, according to my Statement, my account wasn't even below XXXX ( see first Screenshot, taken today ). This is a recurring issue. On XX/XX/XXXX, I even called Citizens to see what my Balance was, and to make sure I had enough to cover what was being withdrawn the next day ( they can see upcoming/next day 's charges on their end ) - I threw a bunch of money into my account- which should have been same-day - and a Rep assured me I had enough to cover my purchases, as there were none coming up - but sure enough I DIDN'T have enough to cover purchases and I was charged even XXXX more Fee ( after XXXX Fees on the XXXX! ) on the XXXX. [ see additional Screenshots XXXX ] Several Reps have confirmed that all deposits are supposed to count first each day, over withdrawals. The system applies Fees even when Deposits are more than Withdrawals. Total Overdraft Fees since XXXX : XXXX x {$35.00} = XXXX Refund Requested, XXXX Fees x {$35.00} - {$170.00} Please start with Page XXXX of the PDF as it is the start of the Fee Journey. Thank you for your time.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a Citizens One Deposit Checking on XX/XX/XXXX with an offer code to receive a {$300.00} bonus after making XXXX direct deposit greater than {$500.00} within 60 days. The promotion also included {$2.00} cashback per debit card purchase up to {$100.00} within 60 days. I set my employer 's direct deposit to deposit {$500.00} into this account which was received on XX/XX/XXXX. After that, I set my job to only deposit {$5.00} per paycheck. I had already fulfilled the terms to receive the {$300.00} bonus, and should have been on track to receive it by XX/XX/XXXX according to the terms. However, Citizens sent me a letter dated XX/XX/XXXX stating my account had been closed with no reason provided other than they " have concluded that we can no longer maintain our banking relationship with you '' and if I have any questions, to contact the local branch. It was signed " Sincerely, Fraud Operations. '' I could no longer login to my account from that point forward. I called the specified branch on XX/XX/XXXX and they said the account is actually open, and to regain access, it looks like identity verification is needed and I can go to the branch in-person with my driver 's license to have it sorted out. I went to the branch on XX/XX/XXXX where they tried to regain my access to the account, but were unable to. They said it is not Citizens who closed the account, but some federal fraud organization that did so due to the activities on the account triggering them to close it based on it looking suspicious/fraudulent. All I did was direct deposit money in from my employer, and then transfer it out to another external bank account in my name, so I do not understand what is suspicious about that. I have done similar activity with other banks and never had my account closed or flagged by a federal organization for fraudulent activity. Although the letter says, " we regret to inform you that we have closed the Citizens Bank account ( s ) referenced above. '' So was it them or the federal organization that closed it? They stated there is no manager in that branch and I could try another branch with a manager, who could file an appeal to the federal organization, but even then, it is not certain they can fix it for me. I am not going to another branch at this point. So Citizens did not give me reason for my account closure in the letter they sent, and then misled me when I called saying I could go to the branch in-person to have it fixed. All of this proved to be a waste of time because it was apparently not them who closed it, and to file an appeal I need a manager, which apparently not all of their bank locations have. I completed the requirements to receive the {$300.00} bonus and right after doing so, Citizens closed my account ( or didn't, because the lady on the phone told me it's not actually closed and I continue to receive emails from the bank about the perks and benefits of my account ).
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I found out today that a hold was put on my account for {$8800.00}. I chatted and then called Citizens Access multiple times trying to get more information and was told a court garnishment was placed on the account and that was the source of the hold. When I asked which court, I was told they could not tell me the state, municipality or any other information and I should 1 ) call the clerk of court and 2 ) hire a lawyer. I called the judicial court in XXXX XXXX and the clerk told me there is NO record of any judgement against me in any court in New Mexico. There is also no record of garnishment from any tax agency Ive been able to find. I have no idea how its legal for a bank to put a hold on and then withdraw funds from my account without a real court order. To my knowledge, there is no lawsuit or court order against me anywhere. This feels like a scam and the bank is actively participating in it while also keeping my funds from me.
Company Response:
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX paperwork was faxed to Citizens Bank. On XX/XX/XXXX, the mortgage owner called Citizens Bank and they were unavailable due to the XXXX holiday. On XX/XX/XXXX, the mortgage owner called Citizens Bank to ensure XXXX XXXX XXXX paperwork was received and completed. Citizens Bank stated that it had received all XXXX XXXX paperwork. On XX/XX/XXXX, the mortgage assumption purchasers called Citizens Bank to inquire about XXXX XXXX paperwork was received and processed. Citizens Bank stated that they had not received loan assumption paperwork. On XX/XX/XXXX, the mortgage owner 's realtor called Citizens Bank to inquire about the XXXX XXXX paperwork. Citizens Bank stated that they had not received loan assumption paperwork. On XX/XX/XXXX, the mortgage owner called Citizens Bank to inquire about XXXX XXXX paperwork. Citizens Bank stated it had been received on XX/XX/XXXX via fax, and would. provide no other information including XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX division. Citizens Bank would only provide fax number and XXXX address.
Company Response:
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A