Date Received: 2023-07-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have a checking account, savings and a credit card with citizens bank. This is about my Citizens Cash Back Plus World Mastercard, which I opened last year in summer. I've been out of the country for almost two months, visiting my family in XXXX. From XX/XX/2023 to XX/XX/2023. I checked my mailbox after returning to see I have received a letter from Citizens bank stating that my credit card account is closed because of some suspicious activity. I tried calling citizens immediately and they said it was regarding my payment made through a miscellaneous account for the amount of XXXX on XX/XX/2023. They requested to provide a proof of authorization from the person 's bank account which I used funds from to pay my card bill. ( I used my cousin 's bank account details to pay off my balance and I was only able to use it after verifying the account within my online banking with the two minor deposits they sent to authorize to his account. ) I did reach out to my cousin again and send out the statement of his to citizens to get verified by them and get my credit card reinstated.. The case evaluation took more than two months and after two months they gave me a call and say they need to do a credit check to reinstate the credit card stating that after any account is closed it could be only opened back/reinstated within three months. I argued it was their team who delayed the process in the first place despite me going to bank twice to resolve this. There wasn't a mistake at all from my side in the first place, they didn't have proper communication before closing the account. I never receive a call/text or email from them to confirm that suspicious payment that they thought it was, all they did was send out a piece of mail and close the account. Instead of closing the account straight forward, they could have, texted, called or emailed me to find the details of the payment, despite me being out of country I do have access for those all and could have explained them and resolved the issue. In the end now after the inquiry they said they cant approve the card because of my existing credit stage. I lost a credit card and an account from my credit history because of their improper maintenance/handling of situation. And this did affect my credit score again.
Company Response:
State: PA
Zip: 16506
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Please see attachment for all details. I have tried many times to get this fixed and no one wants to do anything. Citizens has been caught before for not handling disputes properly. They keep claiming they researched these claims from years ago but i have followed up and it is not valid. They will not refund my for the transactions. I have been trying for years but they are still not taking disputes seriously. Please help get this fixed and do not listen to them when they respond " we looked into the transactions and they are all accurate ''
Company Response:
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX I opened a savings account with Citizens Access, they were endorsed by XXXX as having a good rate. I Initiated funding from my checking account and my savings account. Citizens stated the transfers would occur in 2-3 business days, it took 6. They took it from checking, stated they could not take it from savings ( no reason why ) so I transferred it from savings to checking so it could be sent from there. 6 days later, I'm checking status, my access to the account is blocked stating I need to fund the account. I start making calls to XXXX, the only option provided. I called several times over several days, no answer while waiting repeatedly for 30-40 minutes at a time. Meanwhile I still can not access the account online, repeatedly blocked and being referred to XXXX number. I decide I don't want my money with them. on the XXXX I finally get a hold of manager XXXX who states he will submit a request to close the account and I can expect my funds to be returned by the end of following week, no later than XXXX. After speaking to him I realized my failure to recall the second transfer, thought they took it without authorization, may have caused confusion ) XX/XX/XXXX, the money was not returned to checking, I tried to transfer the funds myself and the action was blocked. XX/XX/XXXX I speak to a rep who stated a " hold '' was placed on the account the day after XXXX promised me account closure. No reason was given, she said I had to call the following morning and request to speak to the " back office '' to find out why. XX/XX/XXXX XXXX I called, spoke to XXXX who stated that person misinformed me, I could not speak to the account specialists at all, yes there was a hold, no, there is not a reason. She put in an action # XXXX whatever that's supposed to mean. XX/XX/XXXX I call to check status, XXXX tells me the funds would be cleared for release today, available by tomorrow XX/XX/XXXX. I went online after close of XXXX, initiated a transfer to occur XX/XX/XXXX, the transfer was blocked, I was instructed to call XXXX number. XX/XX/XXXX I call the XXXX number, spoke to floor supervisor XXXX who confirmed a hold remained on the account, could not tell my why, could not tell me who, could not tell me when I might expect a resolution. That brings me to you. They have {$54000.00} of my money, my entire life 's savings! I'm XXXX XXXX XXXX, I want my money back!! They don't deserve to have it. Meanwhile, they continue to block access to the account, I can not login unless I switch to a different server. I have had to resort to XXXX, XXXX and XXXX just to be able to look at it while not being allowed access in any manner whatsoever. What can be done? This is the equivalent of embezzlement!
Company Response:
State: FL
Zip: 34748
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Covid-19 mortgage forbearance program was established to assist and protect consumers during a time of great hardship, yet Citizens Bank has abused and manipulated the process of exiting the forbearance program in an attempt to force me and my young family out of our home by refusing to apply payment to my loan, delay tactics, false information, communication dead-ends, non-responsiveness, withholding information and extreme negligence over the past year while I repeatedly attempted to get my account into good standing in a timely manner.
After over a year of enduring Citizens Banks misinformation, mistakes and manipulation, I have been wrongly denied a reasonable exit option from my Covid-19 Forbearance program and forced into a situation that was crafted by Citizens Bank to drive me into foreclosure. This has been so extensive and egregious that what follows is only an abbreviated description of the events that have transpired.
Please help me and my family not become victims of the predatory and illegal actions by Citizens Bank.
Company Response:
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: ( 1 ) Here the important facts : a. I was not informed of the intricate details on expiration of pricing quote. Not even once. b. Instead, the loan officer representing Citizens Bank informed me, that the bank is working towards waiving off the 1 percentage point even in XX/XX/2023. Provided screenshots of text messages for your reference. ( 2 ) The Loan Officer never told me that the request of waiving off 1 percentage was denied. And had assured till the last moment of closing, that the 1 percentage point will be reimbursed. Also, on the day of closing the Loan Officer created a huge confusion regarding my loan amount. He is not reachable at all for any questions and clarifications, and it was a nightmare for us to complete our closing formalities. ( 3 ) The Office of the Chairman is lying and hiding the facts, providing false statements about my complaint stating that the Loan Officer communicated to us, that the case was denied. ( 4 ) This gross misrepresentation of the facts had caused a huge financial loss for me. I would expect that it is fair for the bank to take the responsibility and reimburse. The Loan Officer never told me that the request of waiving off 1 percentage was denied. And had assured till the last moment of closing, that the 1 percentage point will be reimbursed. Also, on the day of closing the Loan Officer created a huge confusion regarding my loan amount. He is not reachable at all, for any questions and clarifications and it was a nightmare for us to complete our closing formalities.
Company Response:
State: NJ
Zip: 08857
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 we called Citizens Bank customer service to pay off BUT NOT CLOSE our Home Equity Loan. Customer Service told us to pay {$8200.00} so we did. She explained ( on a recorded call ) that when we CLOSE the account, we will pay the PAYOFF AMOUNT On XX/XX/XXXX we received a FORECLOSURE LETTER from Citizens Bank for being over 30 days past due on a {$34.00} payment. On XX/XX/XXXX Citizens issued a credit payment delinquency statement to all three credit agencies saying we were delinquent on a Mortgage Payment and each of our credit ratings dropped XXXX points and will not recover ( per XXXX ) for XXXX years. WE ARE ASKING SPECIFICALLY THAT CITIZENS WITHDRAW THE PAYMENT DELINQUENCY STATEMENT REPORTING THE LATE PAYMENT OR CHANGE THE WORDING SO IT STATES THAT WE WERE FOLLOWING THE INSTRUCTIONS GIVEN BY CITIZENS BANK.. WE WERE UNAWARE THAT WE OWED ADDITIONAL MONEY BECAUSE OUR BALANCE SHOWED {$0.00}
Company Response:
State: OH
Zip: 44116
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I created a Citizens Access savings account and deposited {$10000.00} on XX/XX/2023. On XX/XX/XXXX I linked the savings account to my XXXX account. On XX/XX/XXXX I tried to withdraw {$400.00} to put into my XXXX account. The withdrawal occurred but then was reacredited and my account was then frozen on XX/XX/XXXX. On XX/XX/XXXX I deposited more money ( {$4700.00} ). My balance reflects the two deposits which all show in my statements. On XX/XX/XXXX I called the Citizens Access support number ( XXXX ) because my account was still frozen for more than 10 days. The representative on the phone said that my " account was under review and there is no available information at this time and to wait ''. On XX/XX/XXXX I went to a Citizens bank ( listed on their website ) in person to straighten out the problem and find out what was going on. They told me that they couldn't even find my account in their system and told me to call XXXX. I called and they said the same thing : " account was under review and there is no available information at this time and to wait about a week ''. Since it's already been 3 weeks since my account was frozen, I decided to call the number on the bottom of the Citizens Access website ( XXXX ). The representative who answered the phone on this call said exactly the same thing " account was under review and there is no available information at this time and to wait ''. So I asked if I could speak to a supervisor who said the exact same thing : " account was under review and there is no available information at this time ''. My account has been frozen for 22 days and no explanation has ever been given to me as to why and when the problem will be resolved. I'd really like access to my money and to be treated like a customer and not a criminal. Can you please help me. Thank you.
Company Response:
State: NJ
Zip: 07450
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My card was compromised therefore it was canceled and a new one is being sent out to me. In the meantime there were still transactions that were made after the fact with the same debit card. I am missing about {$1000.00} now. I am not understanding how this was even allowed to be done, the card was canceled and for the next day or two afterwards they take out {$800.00} plus another XXXX which I have no idea where it even went. I had a XXXX XXXX come through the other day but there were two {$200.00} XXXX XXXXXXXX that were supposed to have been put through the account one was returned and one disappeared.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023, despite having funds availability, Citizens Bank reversed a transfer from checking to the home equity line of credit. This created a false impression that the HELOC was late. At no time did Citizens Bank provide any notification or reason for not allowing the available funds to be paid as minimum payment for the HELOC. The funds placed into the account were specifically deposited for the purposes of paying the HELOC. Said funds are unencumbered, the transfer instruction was in writing, and the funds were clear and available.
Company Response:
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: An unauthorized checking and savings account were opened under my name on XX/XX/2023. I received an e-mail to notify me of it within hours of it opening. I called my local branch to let them know and they were supposed to cancel account, but they didn't. An hour later I received another e-mail stating that funds were deposited into the account. The only way to get in touch with Citizens Bank is to call the main number which takes at least a 1/2 hour to get through to and then the customer service is very hard to understand. My biggest concern is that this account was opened under my name and at the time all three credit agencies had my credit Frozen. I questioned this with the main customer service and they didn't seem to know how this could happen either. I did not get the feeling that Citizens Bank cared or were concerned that I had a problem ( possibly caused by their lack of security ). I filed a complaint with XXXX XXXXXXXX and put a fraud alert on credit report. We will see..
Company Response:
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A