Date Received: 2023-07-23
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I was sent a warning from XXXX XXXX XXXX, which I contacted, about that an account was opened in my name. On On XX/XX/2023, I received an email from XXXX, with the subject : We Could Not Fund Your New Account ( s ). I seems that this is unfunded account. I did not open an account with Citizens Bank, so I'm assuming someone tried to open an account in my name. I called Citizens Bank ( Citizens Financial Group ), but I'm hesitant to provide them with my SSN as requested. So I'm not sure if this account is open.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: I successfully registered my savings account at XXXX as an external account -- including the successful deposit and withdrawal of XXXX XXXX amounts -- on the Citizens Bank web portal. After that was completed, I initiated an external transfer from my Citizens savings account to my XXXX account in the amount of {$1500.00} using the Citizens Bank web portal. Funds were withdrawn from my Citizens Bank checking account on XX/XX/XXXX and the transfer to my external savings account at XXXX was to be completed by XX/XX/XXXX. On XX/XX/XXXX, I received a cryptic email from Citizens Bank indicating the transfer was not completed correctly. When the funds still had not been received at XXXX nor redeposited to my Citizens Bank account as of XX/XX/XXXX, one day after the XXXX to complete the transfer, I went to my local branch to speak with a manager. After explaining the issue to him, he called your internal Citizens Bank support and after a brief conversation with them, informed me the transfer was successful and that I would have to take up the issue with XXXX since there was nothing else he could do. I was completely dismayed at his response and protested the issue was in fact due to a problem on the Citizens Bank side. I then produced the email I had received from Citizens Bank indicating the failure and showed it to him. How is that one part of Citizens Bank system says it was unsuccessful and one part says it was successful? At that point the manager called a different support department and we then had to wait almost XXXX minutes on hold before someone answered. I'm used to long hold times as an external customer but how is that internal bank employees fare no better? The manager spoke with this new department who claimed the funds would be returned by Friday. When asked why the transfer did not go through successfully even though the external account had been set up correctly, he was told there was a system wide event within Citizens Bank on the XXXX. After hanging up the phone with the support team, he relayed this to me. I informed him this was completely unacceptable. If Citizens Bank had technical issues on XX/XX/XXXX, why wasn't the transfer reinitiated on the XXXX, XXXX, or XXXX? Failing that, why is my money still being held XXXX if no further transfers were going to be attempted? I needed those funds that day. It had already been XXXX business days since the transfer was unsuccessful. This screw up is ENTIRELY the responsibility of Citizens Bank. Upon explaining all of this to the manager he simply waved his hands and claimed there was nothing else he could do. At which point I asked for his supervervisor 's contact information. Upon returning home I called the Citizens Bank online banking support department to report the issue and attempt to get it resolved. After looking into it the agent said the funds would be returned to me in another XXXX business days *from the XXXX at which point I protested and asked to speak with a supervisor. After explaining the issue yet again, that supervisor confirmed there had been an issue on the part of Citizens Bank on XX/XX/XXXX. She informed me the best she would do is to request an expedite of the refund which would still take at least a business day. I emailed the supervisor of my local bank manager whom I had spoken with earlier in the day explaining the issue and asking for him to help resolve it. He never responded. A full business day later and my money is still being held XXXX.
Company Response:
State: MA
Zip: 02118
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opted out of overdraft protection. XXXX electronic checks were processed at the discretion of the overdraft department ; which resulted in overdraft charges being incurred. The first one I deposited money to cover the overdraft. They still charged me a fee. The electronic check was processed first ; causing other pending items to further overdraft my account ; transactions that occurred while I had a balance to cover them, before the electronic check was processed. Timing of the posting of transactions. I asked them to reverse the payment of the electronic check and they said they could not. I asked for a refund of the overdraft charges and they said they could not. I have attached a copy of the chat ; where the agent gave me an XXXX number stating to call that to speak to their supervisor and that number is to an automated system. I do not think that a department should decide to let my account overdraft or not. If I do not have the money to cover it then reject the debit.
Company Response:
State: OH
Zip: 44312
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 we have requested that the escrow account attached to our mortgage in good standing be closed. Citizens bank quickly without writing denied the request not including the escrow waiver agreement via mailed documents. On XX/XX/2023 we appealed the denial and were told our mortgage needed to be paid at 80 % loan to value the mortgage is currently at 87 %. No where in the closing disclosure or legally binding agreement is this stated only that the bank may close the escrow account at anytime for any reason which was also a option at closing, the bank is in violation of misrepresentation, breach of contract and concealment of documents. Citizens bank also continues to hold a account without my consent which is against federal law
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 I went to Citizens Bank, XXXX XXXX XXXX, XXXX, MI XXXX, to withdraw my Social Security check which was direct deposited on XX/XX/2022. This was the first time my Social Security check was direct deposited in Citizens because before that, I had it direct deposited in my XXXX XXXX When I asked to withdraw the money the teller told me that there were three checks written out, one for {$500.00}, one for {$400.00} and one for {$1000.00}. I told her that I do not have any checks with Citizens so I had to report it to one of the banking people at the desk. Her name is XXXX XXXX XXXX, XXXX. I got back my {$500.00} within two weeks because she said it the same person who was on the other two checks, XXXX XXXX, tried to cash it at a Citizens bank so they said it was fraud. I was told that the first check for {$500.00} was a paper check, but it doesnt show on my checking account statement what number it was or that I can view it. I was calling the online people at the bank and the fraud department practically every other week. One person said it would take 6-8 weeks to process. Another person said dont worry since it was the same person on the {$500.00} check you should get your money back on the other two checks. One week ago, I got a hold of a bank supervisor with the fraud department and she said that she is going to put a rush on it since I have been waiting so long, 7 weeks, and gave me a new claim number : XXXX. She also said that it got directed to the wrong department at first and the online department should have handled this since it was a computer generated check. ( Someone also said he paid bills with these checks. I dont know how they know this. ) I got a call yesterday, XX/XX/2022, and after 8 weeks she said the online fraud department said they feel it wasnt a fraud and I am not going to get my money back. She also said I can re-file and tell them to check it over again.
Company Response:
State: MI
Zip: 48081
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: When I first opened up the checking account, they opened it up on the wrong promo code, so which force me to have to open up another check into account it took them a minute to close the first account that was open it up wrongfully and it took the manager to step in to do it, then the teller told me that the manager didnt know what he was doing and to do it his way because I ended up getting overdraft the first checking account that they had opened up under the wrong promo code after I told him I close that account because I didnt want that account open and the wrong promo code and thats how the second checking account was opened but they left the first checking account open as well which caused the overdraft I had tried to call the credit card company to stop the payment They told me I had to call the bank. Ill call the bank to stop the payment its showing me that the payment would not go through but it is they called me the next morning in a panic saying that the acount was an overdraft of {$300.00}. He was very unprofessional room when he called me on my personal cell device from his personal phone. I didnt tell him I want to pay the {$300.00} because I have been told him to close the account and I did so which caused me to have to pop up to the bank and I put {$300.00} into the account and thats when Manager stepped in because the teller was not trying to wave the fee for the overdraft when if they were to close the account, it wouldve never got overdraft so the manager decide to waive the fee do it all at the teller was very unprofessional then I found out later on that. He opened up the check in account incorrectly and not how I had the first one opened with a overdraft protection every XXXX dollars so I did then have them re-add that on there then find out a couple weeks later that security questions on my account were not the security questions that I had answered when I was sitting at the computer screen the first time so which means the second time he opened up the account he created his own security questions for my account so when I go into my bank, or try to sign it, it connected to another card. They asked me for security questions and these are not the security questions that I selected. I called the bank and I tried to explain that to him hes very rude. Try to over talk to me all the time so I had to speak to the manager some lady get on the phone talking about who is this I said how do you ask a customer? Who is this you working at a bank that is very unprofessional and arent you the manager and they told me that no there was no manager on shift that day and assured me that somebody will give me a call the next day. Will I end up calling the next day I speak to the manager and he said I cant speak to you right now Im dealing with a customer that was early in the morning. He never called me back ever and its been almost a week now Ive had several problems with his banks is up open it up there unprofessionalism the bank, app continues to freeze and force you to sign out even though face recognition is on there. They say that the password is incorrect, which has me to have to keep resetting my account. The customer service that you call to get help with certain things I know better theyre very unprofessional as well I have over draft protection. I am 90 % of the time I cant use it because they always decline it. Theres multiple situations that have not been had it when I called in or speak to somebody.
Company Response:
State: MI
Zip: 48091
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have contacted Citizens bank 3 times between the dates of XX/XX/XXXX and XX/XX/XXXX because I can not access my account via web or their app. Every time I have followed every instruction to reset my credentials and every step the customer care rep gave me and every time THEY have ended up stumped and have had no answer or solution. They keep telling me to try again in a few days. I have tried every way to reset my account online AND with a representative and I still can not access my account unless I go to a branch or ATM. I have MANY hours tied up in this now including long, ultimately pointless phone calls. The last time I called ( Friday XX/XX/XXXX ) I was told someone would contact me within two business days with a resolution. Two business days have come and gone and no phone call. Im DONE.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I went to the ATM at the XXXX on XXXX XXXX XXXX XXXX, I made a withdrawal and the ATM malfunctioned and didn't give me the money I called the number displayed on the ATM and they took a report and told me to contact my bank for the money, I know things malfunction but this is the second time at the same ATM and I have to wait upto weeks to get back my money. I should be compensated immediately, but I am left with nothing until they decide to give me back my money. This has caused me stress and frustration, I have a bad XXXX and this is making my medical situation worse.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: In XX/XX/2022 I closed my checking account at CitizensBank. I went into a branch and spoke with the teller on how I was leaving Citizens. She cleared out my account and handed me my money, and told me that my account was now closed. I did my due diligence by checking my online banking, and the account disappeared out of my app. I actually kept the app on my phone for periodically checking, and the account was gone without a trace. Months later I received a call from CitizensBank stating that I was - {$350.00}. I was confused because I closed the account with a teller in person. She told me I had a charge go through so the account had opened back up and then the overdraft fees piled up. I told her that I was refusing to pay because I closed out my account and she said she would get it figured out. Ive asked in the meantime, if they would report to credit because we are going for a construction loan and she promised me they would only report to XXXX at the most. I never heard back from anyone until I just received a collections notice from a law office. I am very frustrated because I did all I could to have my account closed and there was no reason that should have been opened up again. Never mind being reported to be collections agency after she told me that it would not be sent to my credit report. I have read article - Consumer Financial Protection Circular XXXX Reopening deposit accounts that consumers previously closed -And believe this is exactly what happened to me. Please help if possible. Thank you so much.
Company Response:
State: RI
Zip: 02809
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens Bank sold me a CD product several years ago. The CD came due in XXXX, 2022. It has yet to be redeemed because Citizens Bank placed the CD in an annuity with Colorado XXXX XXXX. Colorado XXXX XXXX is involved in complicated legal suit with its CEO. Citizens Bank has communicated very little and it is now 7 months past the redemption date. I am earning no interest on my funds, {$350000.00}, and have no idea when or if I will receive the face value of the CD. Citizens is acting as if they have no responsibility for the CD.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A