Date Received: 2023-07-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: An attempt was made to open a line of credit through Citizens Pay by way of a XXXX XXXX credit car I believe. I did not make this request nor did I apply for any credit through XXXX XXXX or any other credit companies for several months. I received a hard inquiry on XX/XX/XXXXXXXX XXXX XXXX that I believe to be fraudulent. I reached out to company to dispute the inquiry however my fear is my information is out there and I may need to freeze my credit.
Company Response:
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I bought an XXXX through XXXX with the Citizens One payment plan in XXXX of XXXX. Citizens One provides no billing invoices, contacts folks or anything. In XXXX of XXXX I was finally contacted by Citizens and informed that my payment plan was 4 months late ( i.e. they had issues processing the credit card ). I explained there was a change of credit card information during COVID and Citizens told me they understood and this would not be reported to the credit bureaus in any case. I paid the entire balance of the loan immediately. Magically in XXXX, Citizens One reported this loan to the credit bureaus and has since continually decided to make reports monthly not only indicating I had 4 late payments ( seriously affecting my credit score ) but also indicating the account is still open. When I've tried to talk to Citizens, they assure me there is no balance and that the account is closed. If the account is closed, why are you reporting it as open etc. to the credit bureaus? I have over a year and a half of credit bureau reporting at this time for an account that has no monthly payment. This is not a revolving loan. There is no line of credit. This was a payment plan for an XXXX. Affirm and anyone else, report the loan when paid off ( sometimes ) and indicate it is closed. I've disputed the information through XXXX, XXXX etc. and all they simply say is the information reported is accurate. Why would it be accurate that a payment plan that's been paid off with 0 balance is still open? What is the point of this? It is ruining my credit score and there's zero accountability here. I'm stuck with delinquent reporting for an account that is still reporting as live over XXXX a month " missed '' payments. Amazing. As seen in the files, it indicates there is an available balance of {$2500.00} of {$2500.00}. Yet, no mechanism, to borrow such money, or withdraw such money. Why would there be an available balance on an installment plan that's been paid off with a term of " 0 ''. What a mess.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I was out of the country since XX/XX/2021 and could not return due to XXXX. When I returned a few weeks ago, I found out my bank XXXX no longer exists in American and I involuntarily banking with Citizens bank. I wasn't able to receive any notifications because the country that I was in block websites like XXXX and XXXX where I have my emails with. The bank product that Citizens assigned me without my consent is so awful, not only that no interest is given to me, they stole my money by charging me maintenance fees and service fees, while there was no service provided. The bank frozen my money, after I reactivate it, they only refunded a portion of the fees. I am at XXXX fault and I do not consent to any of the fees nor the account type that they assigned, but the bank just kept saying " this is bank policy '', and refuse to be fair and reasonable.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/ I walked into XXXX gas mart XXXX located at XXXX XXXX XXXX, XXXX, XXXX on or around XXXX. I purchased XXXX coffees and a pack of cigarettes, loaded my debit card in the transaction machine, put in my pin and put my card back in my wallet and left the store. On XX/XX/ I logged into my mobile bank app and noticed a charge from XXXX for XXXX. I thought perhaps it was some mischarge from the merchant or store. I tried to call the store to speak to a manager and finally got through to the district XXXX on XX/XX/XXXX. He told me he saw the charge, that there wasn't much he could disclose to me and that I had to go to the XXXX Police XXXX. to put in a police report as it definitely wasn't me. On XX/XX/XXXX I went to the local police dept in XXXX and filled out a police report with what took place located at XXXX XXXX XXXX, XXXX, XXXX, NJ. tel : ( XXXX ) XXXX. Case # XXXX Once I finally got a competent customer service rep at Citizens I provided all the details, including the day of the incident, submitting a police report and the case number. 2 days later on XX/XX/XXXX my account was credited for XXXX. I mean who spends {$530.00} at a gas station anyways, I was relieved. On XX/XX/XXXX I log into my mobile banking app and see a charge for XXXX. It had been a while so I had forgotten about the gas station fraud and thought I was going through yet more fraudulent charges. There's others I'm fighting, one for {$200.00} that just got denied and one for {$400.00} that they actually covered. The amount of fraud cases I've been through since being a Citizens customer has been one half to a full dozen in the amount of thousands. I've never felt so unsupported by a financial institution. Especially when I called about the latest XXXX charge, they told me in writing " based upon our investigation, we concluded no error occurred. '' I called Citizens and they basically told me the fraud was on XXXX 's side and that I needed to call them. I couldn't believe what I was hearing and demanded the case be re-open and someone from the fraud department to call me immediately. He gave me lip service and said he would re-open the case and someone would call in 2 days. Of course, as always, no call. I can't tell you how many times I heard that song and dance. I took his suggestion and called XXXX XXXX Headquarters at XXXX and they were appalled that my financial institution told me to call them. They said they don't go that far back in transactions to do any type of refund and that my bank should be the ones calling them. So I call Citizens back a few days later and when I bring up my case number XXXX he tells me it hasn't been re-open and he would have someone from the fraud case call me in 2 days. This company is full of dishonest employees, fraudulent activity and do not do their due diligence. Please help, I had a witness with me, the discrepancies in what they charged vs. what they refunded me for is a bit disconcerting and I have no where else to turn. I can be contacted at any time via email or cell. If I don't answer please leave a voicemail.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-11
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: I had unathorized purchases on XX/XX/XXXXand citizes has refused to correct, put my monwy back in and charged me {$100.00} fees
Company Response:
State: NJ
Zip: 08021
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am currently working overseas and was advised by my Bank that they could not transact an overseas wire without a personal visit by me to the Branch. Accordingly, I flew back to USA. I visited the Citizens Bank Branch in XXXX XXXX, XXXX personally on XX/XX/2023 and completed paperwork for an overseas wire transfer to XXXX. {$140000.00}. I dealt with XXXX XXXX and the Branch Manager XXXX XXXX. after 10 days, when the wired money failed to arrive, I contacted the Bank and was advised that the wire had been cancelled due to an error on their part. The Bank advised : I was able to call the wire department to see what happened with the funds for the wire. The wire did end up being canceled due to typographical errors on their end. The Bank acknowledged that the error was made by them. I subsequently spoke with the Bank and asked them to reinstate the wire transfer. The Bank stated they were unable to send the wire again unless I visited the Branch. By this time, I had returned overseas. This is a Bank error and they have made no effort to correct the error or reinstate the wire. I am now overseas and unable to call at the Branch.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Last month, I received a personalized mailer from Citizens bank addressed to me, inviting me to sign up for a promotion by opening a checking and/or savings account. I've had issues with Citizens bank in the past ( in particular them not providing a 1099 for an account I closed a year ago in XX/XX/XXXX for which I had to file a separate CFPB complaint that was resolved 2 weeks before I had to file my taxes ). I figured this was their way of trying to get me back as a customer. The terms of the offer are attached, but were basically that I could earn {$300.00} for opening a new checking account and having at least one single direct deposit of {$500.00} or more within 60 days. There was also a savings promotion for {$300.00} for having repeated deposits of {$500.00} over 3 months. I called and confirmed I was eligible for the offer, then on XX/XX/XXXX I redeemed the offer and opened a checking and savings account under the personal code that was enclosed in the mailed ( see attached screenshots of the redemption and accounts opening ). I immediately changed my direct deposit so that my XX/XX/XXXX payroll would be deposited in my new checking account and I would satisfy the terms of the checking offer. My plan was to slowly move my savings offer as well to meet the terms of the savings offer. However, I found the following week that I was no longer able to access the account online. I called customer service, the hold times were very long, about 45 minutes, and when I did finally reach someone, I was told to go into a branch to verify my identity. I went into the branch near my work at XXXX XXXXXXXX XXXX XXXX XXXX, NY XXXX on Tuesday, XX/XX/XXXX. I was concerned about not being able to access the account since it was now too late to change my payroll back. However, even the branch manager was not able to get in touch with anyone who could explain what the issue was with my account. Apparently the bank was going through a transition that day ( which had no advance announcement ) and the tech department that could address the issue was closed to handle that. However, finding that out after an HOUR of waiting was frustrating to say the least. I should mention that I am XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The following day I again waited on hold for over three hours : each time a representative said they were transferring me to the tech department they just transferred me to the main menu and I had to start waiting all over again. Eventually I gave up. I figured I would give the bank time to work through whatever online banking upgrade they were doing and I was assured that I could always withdraw my payroll once deposited at a branch. My payroll was successfully deposited on XX/XX/XXXX pursuant to the terms of the checking offer. However, I was unable to withdraw the funds at a branch for the same, unexplained issues described above ( I provided all my ID verification but the branch was unable to reach anyone at Citizens to unfreeze my account ). Finally, I received the attached letter in the mail yesterday ( the letter is dated XX/XX/XXXX, but perhaps because of the XX/XX/XXXX holiday I only received it Monday XX/XX/XXXX ). Instead of offering an explanation it simply says that they are closing my account. I have no idea why, and calls to customer service this morning as well as a visit to the branch has not yielded any information. The proximity of the letter to the date of my payroll deposit makes me think that Citizens is closing my account so they don't need to fulfill their end of the promotion. I met the terms of the checking offer ( depositing {$500.00} or more within 60 days of opening the account ), and so Citizens should honor the terms of the checking promotion and pay out the {$300.00} for that offer. By closing the accounts prematurely without any explanation, they are also preventing me from even attempting to meet the terms of the savings promotion ( an additional {$300.00} ), but since I hadn't started to meet those requirements, I am only asking that they honor the terms of the checking promotion. Unfortunately, I am unable to attach statements to support this claim since the bank has removed my online banking access and refuses to provide paper statements as well. However, when I call in, I am able to confirm that I have {$510.00} in my checking account and {$5.00} in my savings account. My attempts to resolve this with the company have been frustrating to say the least. I am at my wits end with this bank and will never be a customer, no matter how hard they try to get me back.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Please see attached document. Citizens Bank continues to violate me as a consumer under federal law even after recent actions taken by the Bureau of Consumer Financial Protection. I have also filed complaints with the AG. Citizens Bank has 30 days from the date of this complaint to resolve this matter.
Company Response:
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XXXX I logged on to Citizens Bank website for auto loans ( www.citizensone.com ) there website stated on the opening page that there were issues as of XXXX with processing Automatic Clearing House Payments so payments may not process and to try again if you incur problems. I proceeded to make my car payment and while waiting for my confirmation reference number received an error and told me it didnt process and try again later. I logged out, cleared cookies for website and logged in again. I was able to pay my car payment and received a confirmation reference number. ( Only 1 confirmation reference number ) an email and text stating they received the information on that day XXXX Thursday. I received an email and text on Saturday XXXX stating that the payment had processed. Then I received another email and text on Sunday XXXX stating the same message again. This was unusual because I only receive 1 every month. So I check my Citizens Bank ( Citizens One ) whom auto loans are paid through and they took out 2 payments on XXXX! I called Sunday and spoke to 3 different customer service people starting with XXXX who stated they could take care of this immediately but had too transfer me to the payment processing department. I was then transferred to that department and spoke with XXXX who stated that I had to wait 7-10 days for processing and a paper check would be sent out by mail. I told her this is unacceptable and I am on a low limited income and this will jeopardize my credit and cost me overdraft fees from my bank because of their website technical difficulties. She said that was all that I could do. I asked to speak to a manager she connected me to a supervisor named XXXX who also stated this and also told me if I had a Citizens bank regular account this could be reversed immediately but being I do not there practices are to process a paper check by mail within 7-10 business days. I told her if they contacted their IT department they could verify the issue that they were having on XXXX with the website regarding the Automatic Clearing House! This would prove I was not lying and shouldnt be punished because my car dealership got my loan through them and because I dont have a bank account with them too get my money back immediately because of their website technical difficulties and she clearly stated she could see the error but couldnt do anything. I told her I received only 1 confirmation reference number for 1 payment of {$390.00} to be taken out! They still refused to reverse knowing they will cause financial hardship to me and gave me a case number XXXX to process a paper check as I explained again I cant wait this long for a paper check due to my low income. They still refused. I called my bank XXXX XXXX Sunday XXXX and spoke to XXXX and she said the payments had not come through yet and as soon as I see them to immediately call and try to stop payment on one payment. She also stated she sees this quite often happening to consumers! This morning XXXX the payments are now showing on my bank account as pending and a claim was filed by XXXX In customer service along with a XXXX XXXX case number XXXX and I can call back and would be transferred to claims specialist but this process could take up to 10 business days but assured me they could see my account and I pay only 1 payment per month and that they took out 2. The claims department will get right on this. I then called Citizens One where auto loans are paid today and spoke with XXXX and filed a customer complaint against them and reported to her that a class action lawsuit against them was just settled against them for these same issues in XX/XX/2023 and now another class action lawsuit was in progress for shareholders at this bank for shareholders being charged for their fraudulent payment processing errors as of XXXX. She gave me another complaint reference number of XXXX and it would be sent and a response should be within 5-7 business days. I then filed a claim with the XXXX in XXXX, MA phone XXXX that files claims for this company. I am now reaching out to you for help as there fraudulent payment processing and errors created by them are put onto their customers and there are a ton of complaints yet again for this issue. My only reference number and confirmation number I received on XXXX was XXXX! Please help me XXXX XXXX XXXX XXXX
Company Response:
State: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I opened a Citizens Access savings account to take advantage of the 4.5 % interest rate they were offering on their website. I initially had some trouble linking my external XXXX savings account and transferring funds from my XXXX account to the Citizens account. When I attempted to transfer {$5000.00} from my XXXX savings to the Citizens Access savings account, the funds did not show up in my account and their was no record of them under the Schduled Transfers tab. I was concerned so I attempted to contact Citizens through their customer support line. I waited on hold for over 30 mins and no one picked up. I decided at that point that I wasnt comfortable banking with an online bank that had unreliable customer service. I felt relieved that the funds had not transferred. However, the next day, I noticed that the {$5000.00} had been deducted from my XXXX XXXX. I called Citizens customer support line again and this time waited close to an hour until someone finally answered. She told me that the funds would take 5 business days to clear in the Citizens account. I decided I would wait the 5 days and then, once they had cleared, I would move the funds back to my XXXX XXXX, then close out the Citizens Access account and take my business to a more reliable bank. On XX/XX/XXXX, the funds finally cleared on the Citizens Access account and were available for transfer. I transferred the {$5000.00} back to my XXXX XXXX account and immediately got a text message from Citizens saying that the transfer was not being processed and that I should call the number provided. I called the number and waited on hold for someone to pick up. She said that my account was being reviewed. I asked her why and she said that she couldnt provide me with that information. I asked her how long the investigation would take and she said that she couldnt provide me with that information. I asked her how long Citizens could deny me access to my hard earned savings and she said that she couldnt provide me with that information. I asked to speak to her manager and asked her the same questions and got the same response each time. On XX/XX/XXXX, I called Citizens again to inquire about the progress that was being made on reviewing my account and she refused to give me any information other than that the account was still under review. Citizens has not asked me any questions to help with the investigation. No one from the bank has attempted to contact me to acquire any information that would assist in reviewing my savings account. No one has provided me with a reason my account is being reviewed or given me a timeline as to when Ill regain access to my own money. Is this legal? Can you please assist me in accessing my own money so I can part ways with this unethical bank? Thanks in advance for any assistance you can provide.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A