Date Received: 2023-07-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2023 I attempted to close my Citizen 's Bank XXXX account through the phone. I was assured that my account would be closed, and that the remainder of my account would be sent to me as a check in the mail. I received the check within a few days, but never received confirmation that the account was closed. On XX/XX/2023 I wrote Citizen 's Bank a letter asking them to send me confirmation that my account was closed. On XX/XX/XXXX, I received an email saying that a scheduled transfer from my main XXXX XXXX was going to take place to my ( should now be closed ) Citizen 's Bank account. I called Citizen 's Bank and asked the representative to confirm that my account was closed, and asked to verify that any scheduled transfers were canceled. She confirmed that the account was closed and that the scheduled transfer would not go through. I have only had bad experiences with Citizen 's Bank and therefore didn't trust this, and so I paid {$15.00} for a stop payment request from my main bank. As I suspected, I was lied to by Citizen 's Bank and the scheduled transfer was attempted XXXX times.
Company Response:
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hello I have been in contact with Citizen Banks since XX/XX/2023 on several different times in regards to my accounts savings and checking accounts. I have explain more times that one that I have been in contact with police department, XXXX and my phone carrier as my personal information has been taken off my device illegally from employees Ive had to fire. I have communicated that I do not feel safe having the same check and savings account numbers because the people that stole my information are posting my information publicly and they are still not doing anything to give me new account information or anything. They are not providing any information as to call in history or anything. Im left in the dark. I have have several issues with this institution but this is my first time filing a formal complaint with CFPB but Citizens Bank does NOT care about the safety nor privacy of the accounts of their members. That has been made VERY clear! On the phone, in-person, and in text message with their bank representatives. I have been told by their in branch associates that they really only care about high volume memebers and high volume accounts. I have had to speak with several branch managers or representatives as well as the chairmans office and overall this institution doesnt care at all.
Company Response:
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I closed my account with Citizens on XXXX XXXX. I kept receiving eNotiication alerts after account closing so I called Citizens on XXXX XXXX. They relayed that my XXXX XXXX had a recurring payment and they had to re-open my account. The customer service rep said they will send a check and get the account closed. I asked them to send me a letter in writing that account was closed. I immediately updated my payment method on XXXX XXXX. On XX/XX/XXXX and XX/XX/XXXX, I received letters from Citizens for change of address. I received a letter on XXXX XXXX ( letter dated XXXX XXXX ) from Citizens that I have an overdrawn amount of {$3.00} and I need to pay it to close the account. I called Citizens on XXXX XXXX regarding this and they conveyed that a service charge was added because no deposits were made and the amount has now increased. They are unwilling to resolve this because of system limitations. Issues : 1. I willing closed my account and ended my relationship with Citizens on XXXX XXXX XXXX. After finding out in XXXX that a transaction was made, I rectified the payment method and have an email from the card that my payment method was updated in XX/XX/XXXX. Citizens shouldn't be charging service fees if they never obtained my consent about re-opening the account and for all intents and purpose I had closed the account and was conveyed the same ( yet again ) on XXXX XXXX XXXX. They are going to keep charging me the service fee unless I deposit money or settle which are not fair options given the account closure.
Company Response:
State: WA
Zip: 98671
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Citizens Bank opened a fraudulent line of credit in my name that is negatively affecting my credit score. Apparently, this account should have been for my father, but they somehow got my personal information for it. The account and all contact information is for my parents down in California. I did not know about the account until I ran my credit for a home loan in XXXX. At that time I contacted citizens bank and informed them that I did not open an account with them. The conversation lead me to believe that the issue would be resolved. In XXXX of 2023, I saw that the issue was still not resolved, and the account is still showing on my credit score and causing significant negative impact. I spoke with citizens bank again, this time with my mother on the line who had initiated the contact with them. She explained that this was an error when setting up service where my information was entered instead of my father 's and the liability on the account should be on her and my father. Citizen 's bank again indicated that they would resolve the issue. They did not. I spoke with them a third time today after being put on hold numerous times and disconnected twice. They still have not resolved the issue. They are well aware that I did not open this account and that I should not have any responsibility for it, but refuse to make corrections on their end. I do not know what information they entered, I have never received a bill or card, so I can not provide a billing address or card number.
Company Response:
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened my account with Citizens Bank approximately XXXX month ago. Everything was going fine. Then today, I received XXXX emails in rapid succession. The first told me that an external transfer that I scheduled was being cancelled. The second told me my access to all transfers had been stopped. Finally, I was told that my online banking had been cut off. I called and after XXXX minutes on hold I was informed by the agent that my account was being closed, though she refused to give a reason why. I know of no reason it should be closed, I used my debit card and had direct deposit setup. As concerning, the {$1800.00} transfer I had made has not yet been reversed and deposited back into my account. I have no idea how to get my money back. This is a XXXX check which makes the money important. The transfer was cancelled but the money has not been placed back into my account yet. Further, I have no idea how to get the money when it is placed back into the account.
Company Response:
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: When I locked in a mortgage rate with our Loan Officer XXXX XXXX from Citizens Bank, we enrolled in the Rate Cap Protector Program, which states that we are able to do a 'float down " at no charge if rates come down before closing. Shortly thereafter, XXXX XXXX was fired from Citizens Bank, and our loan was transferred to a new Loan Officer, XXXX XXXX. He was not familiar with both the Rate Cap Protector Program, despite it being in our file, and did not recognize the contents therein. He also was unfamiliar with the specific loan vehicle, a physician loan, which made it cumbersome for him to check rates. XXXX XXXX refused to check rates on multiple occasions, in violation of our signed agreement with the previous Loan Officer, and ignored communication to honor the program and float down program. He refused to send things in writing despite repeatedly asking this. He also did not honor previous Loan Officer 's agreement to be able to but down the rate with additional points. All of this is in writing. The biggest complaint is refusing to check rates and communicate the rates with us despite repeated requests. XXXX XXXX provided false statements about his ability to honor the loan agreement and took misleading ( in ) action. On the dates of XX/XX/XXXX and XXXX XXXX XXXX refused to check rates for us, in violation of the agreement. I also have proof that rates did indeed go lower, which we would have liked to have taken advantage of given the Rate Cap Protector ( float down ) program we signed, as evidenced by other lenders/banks pulling rates that were lower than our previously agreed upon rate ( and the same terms - 10 % down, physicians loan, etc ) - on the same days that we requested rates from Citizens. Citizens had actually always beaten both XXXX XXXX and XXXXwhenever I compared on the same day -- Citizens ' XXXX XXXX just did not check the rate when I asked in early XXXX. When compared to market rates and competitorrates as shown, from early XXXX, you can see that rates had improved from my original XXXX with additional points upwards of {$2000.00} ( again, compared to a lower rate, with a credit ) -- but he refused to new check rates in violation of the contract. We were in contact with the Citizen 's Bank Chairman 's Office, who are now no longer returning our calls or emails, as we have requested the refund and return of the fee that we paid to Citizens Bank for this program that they were in violation of to the amount of {$1400.00} which was the payment made on XX/XX/23.
Company Response:
State: FL
Zip: 33433
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXX I have a debt with Citizens bank that I'm disputing : XXXX someone cashed a check in the amount {$6300.00} XXXX my account with Citizens bank. I did not have the funds to cover this check and it was not me cashing the check. The funds where given now I'm being change to pay these funds. XXXX for any further information
Company Response:
State: RI
Zip: 02908
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I deposited {$10000.00} to Citizens Access savings account on XX/XX/2023. A few days later, I try to move more money into the account, to no avail. I call them and the customer service informed me that the bank no longer wanted to do business with me. He gave me no reason why. But I no longer could deposit or take out money from the account. He said the account would close in a few days and the money would automatically go back into the account it came from. Nothing happens, I do not get my money back so a few weeks later I call again, the guy says I have to wait a little longer but it will close and the money will be transferred. Again, no action is taken on their part. I called last week around XX/XX/XXXX and spoke to someone named XXXX who said my account was in the Frauds department ( no idea why its in the frauds department now! ) and theyre going over my account, she said she would put a note in my account to expedite the process. I call again yesterday ( XX/XX/2023 ) the lady I spoke to said they need proof of the bank account where the money came from before they can give me my money back. I fax them a copy of my statement. I am just beyond frustrated of not having access to my emergency fund for over 2 months. This must be an illegal practice to have my money held hostage like this.
Company Response:
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello so its been now 3 months Ive been calling Citizens Bank to report fraud that happened in my account I sent them proof even filed a police report months ago and I was told i was supposed to get provisional credit and a call from the claims department but its been its months and Ive been calling every single day for the past 3 months Im seriously thinking about taking legal action against citizens bank those fees and transactions caused me financial harm Ive been trying to show them as proof as possible but still nothing has yet to be done
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: I found out that a suspicious transaction has occurred in my XXXX credit card related to XXXX. I searched XXXX XXXX XXXX on the internet and there were XXXX phone number to call. I called XXXX of them and explained the issue. He ( the operator ) told me that " you are hacked, and you have to verify your data with our server first. He asked me to download " XXXX '' app on my phone and I did. So he monitored all the activities happened in my phone. He guided me to XXXX and ask me to go to the " identity information '' to complete my personal information and after that transfer money through XXXX to verify my account on their server. I entered my full name, mail and email address, and XXXX ( Not sure full or last XXXX digits ) and he was monitoring my phone all over those activities. After that he guided me to " transfer section '' in XXXX and asked me to send {$490.00} to his XXXX account. At this time I suspected him and hung up the phone. His company number was XXXX XXXX XXXX and his personal number was XXXX XXXX XXXX. After that he called me again and texted me but I ignored him. At the scenario I am afraid of leaking my sensitive information. The second scenario happened after the first one. Again I grab a number from internet and called that. A person responded and said " XXXX XXXX, how may I help you '', the same as the first call. I explained my issue to him and he mentioned the same things as the first call. He monitored all of my activities by " XXXX '' application, he asked me to go to XXXX and XXXX to find the problem. He said we have to solve the problem by veerifying you at the first. He guided me to my Citizens ' mobile banking, and I did transfer {$2000.00} for someone who has mentioned that is his XXXX ( XXXX XXXX XXXX at XXXX ). His company number was XXXX XXXX XXXX and his personal number was XXXX XXXX XXXX. Unfortunately, I did transfer the money and after XXXX hour and chat with XXXX I found out that it has been definitely a scam! I called my bank and reported a claim with the claim number of " XXXX ''. At the second case I am not only afraid of leaking my sensitive data, but also loosing {$2000.00}. I made a police report at XXXX station as well with report number of " XXXX ''. Again yesterday the second scam texted me and mentioned " please do not worry I am back in office and will call you now in XXXX minutes '', but he did not call me. Additionally, yesterday I received an scam email from XXXX with the title of " XXXX alert has been detected on your account '', log in to see more information. And it was a link to click on. I am not sure that I clicked on the link but I think it has been resulted from leakage of my sensitive information.
Company Response:
State: MA
Zip: 02135
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A