Date Received: 2023-06-28
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Citizens bank froze my online access on or around XX/XX/2023. I received a letter stating that my accounts were closed but funds would not be issued until XX/XX/2023, this sizsure and delay of the availability of funds is unacceptable.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: From XXXX to XXXX, I had a checking account at Citizens Bank. Beginning with my monthly statement for the period ending XX/XX/XXXX through my statement ending XXXX XXXX, XXXX, I was charged each month a {$2.00} fee for receiving a paper statement. I called the XXXX number and asked how they could charge a fee for paper statements if it is a federal requirement that the bank provide me with a monthly statement. I was bounced around between XXXX different people : XXXX, XXXX, XXXX, and XXXX. I got nowhere because my account records have been purged. I am glad I did receive paper statements because their record retention policy is awful. A few days after I called customer service, I received a call from XXXX XXXX in the XXXX 's Office. ' She wasn't helpful because all she said was that I had 30 days to report any errors on my statement. This was no error because it was bank policy to charge a fee for receiving paper statements.
Company Response:
State: NY
Zip: 14534
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have spent XXXX hours total on hold in the past week attempting to get access to my Citizens bank account online and through their mobile app. Their support personnel keep saying " there's a new authentication system, and it isn't working... there isn't anything I can do... try again later ''. I try again later, days later, and still nothing. The nearest physical branch is nearly an hour away from me and they will not fix their online access issues. Their support people do not have any ability to fix, reset or unlock accounts- and they have repeatedly stated that they, too, are frustrated with the poor software that was rolled out for the new authentication system which is non-functional. I have no access to my money at all because of this issue and the bank is not resolving.
Company Response:
State: PA
Zip: 181XX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I initiated a $ XXXX online transfer from my Citizens account requesting they debit my XXXX account On XX/XX/XXXX, the funds were debited from my XXXX account. On XX/XX/XXXX, I received an email from Citizens stating my transaction was canceled and that I should call XXXX to have them return my funds. On XX/XX/XXXX, I called XXXX but they had no record of why the transaction was canceled and couldn't do anything. I then called Citizens bank on four different occasions to try and resolve the issue. Each time, I got different answers and nobody could explain to me why the transaction was originally canceled. Some of the reasons given were because I had canceled a previous transfer, the transaction was rejected, and I couldn't initiate two transfers on the same day. I was informed there was a hold on my account and since I had called in, they would lift it and the money would be in my account in next 2-3 business days and no later than Tuesday, XX/XX/XXXX. Because of the delay, I had to have a manager called XXXX initiate a separate wire transfer of $ XXXX because I needed the funds by Friday. I spend over 4 hours that day, making multiple calls, being left on hold for over an hour twice in trying to resolve the matter. On XX/XX/XXXX, I checked my XXXX account and the funds were still not in the account. I called Citizens bank, after being on hold for over an hour, and spoke to a Tech support manager named XXXX. He stated that XXXX had to file a Debit leg error claim in order for me to receive my funds. He stated that the bank that initiated the debit, is responsible to file the claim in order to get my money back into my XXXX account. He stated that the funds were being held by XXXX due to a change in processing funds dating back to XX/XX/XXXX and that it was not Citizens fault that the transaction was canceled. He blamed the issue of XXXX, their third-party vendor. This was the first I heard of this and the process doesn't seem right. I initiated a three-way call between XXXX at Citizens and XXXX at XXXX to resolve the issue. XXXX stated that the debit leg claim that XXXX requested be filed can not be processed because the transaction was not fraudulent or an error on XXXX 's part. Also, XXXX had never heard of a debit leg claim. XXXX had stated he would talk to back office operations and call me back, which he never did. I am beyond frustrated because it's been over a week since the funds left my account at XXXX and due to an error on Citizens part, they refuse to return the funds, claiming its XXXX 's responsibility. At this point, I am out $ XXXX with my funds floating around in cyberspace and Citizens taking no responsibility for their error, which started with them canceling my transaction without notifying me.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The company, XXXX, offered me a {$300.00} credit to try their advertising. Then they took {$110.00} from my checking account during the trial period. I haven't used XXXX before and only signed-up to see if they were any good. I got three leads that were garbage. They seemed to be automated spam and not from humans. Then when I saw XXXX had removed funds I decided to close my account, which I did. I contacted XXXX via their chat feature, but was " serviced '' by a chatbot. I requested to be transferred to a human, but never was. At that point I decided to take the matter up with my bank, Citizens Bank. Citizen 's Bank said that they could not prevent further charges unless I cancelled my debit card. I asked them to block only XXXX, but they advised me that they couldn't. XXXX claimed that because it did not involve a recurring transaction... they couldn't because it wasn't recurring.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Citizens Bank refused to cooperate to reset pin on Visa Debit Card ; Citizens Bank refuses to issue a new debit card ; Citizens Bank refuses to assist to provide new debit card pin ; Citizens Bank refuses to close my account and allow me any of my XXXX XXXX dollars and reopen the same account. I do not have a drivers license with me and my name address and Citizens Bank refuse to do anything where I can make a single purchase using Citizens Bank debit card. The customer service number at Citizens Bank refuses to help with any of these issues.
Company Response:
State: MA
Zip: 01020
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, ME XXXX XX/XX/XXXX Citizens XXXX XXXX Citizens XXXX XXXX, RI XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX Washington, DC XXXX Promotional Offer Demand Letter One Deposit Checking XXXX To Whom it May Concern : On XX/XX/XXXX, I applied online for a YourStyle Checking at Investors Bank in response to a promotional offer to earn {$25.00} per month for 10 months. Investors Banks was subsequently acquired by Citizens Bank and my YourStyle Checking was converted to a XXXX Deposit Checking. I met all offer terms but have not received my final payment of {$25.00}. Now, I respectfully demand that Citizens Bank pay the outstanding bonus of {$25.00} and close the XXXX Deposit Checking. Otherwise, this matter will proceed to trial with all costs and fees taxed to Citizens Bank. Sincerely, XXXX XXXX
Company Response:
State: ME
Zip: 043XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XXXX Case Number : XXXX Merchant name : XXXX XXXX XXXX, Attorney Date of transaction : XX/XX/XXXX Disputed amount : {$2000.00} Dear Citizens bank Card Transaction Support Center, I am disputing the above stated amount that occurred on XX/XX/. The merchant did not provide professional services in alignment with the Equal Employment Opportunity Commission ( EEOC ). The merchant was asked to represent me to secure two years back pay because I was wrongfully terminated. The merchant did little to no work on my case. He did not review vital evidence sent by the opposing attorney nor did he attempt to obtain good, strong evidence to support my case. He claimed that he could only procure {$500.00} dollars for the legal case I retained him for. The said services stated were done via emails and phone calls, none of which I was present to listen to or review. Prior to this, the merchant firmly reassured me that my case would be properly and thoroughly reviewed. The merchants billing is bogus and highly inflated. I was scammed and misrepresented for the professional services I expected, and I would like a full refund. Sincerely, XXXX XXXX This complaint is about attorney XXXX XXXX XXXX, XXXX. who is duly admitted to the New York State Bar, the U.S. District Courts for the Southern and Eastern Districts of New York, and the United States Supreme Court. The attorney claimed to be a specialist in the United States Federal Employment Law with the Law firm of XXXX XXXX XXXX, XXXX. On XX/XX/. I contacted the XXXX XXXX XXXX XXXX Firm to represent me on a U.S. Equal Employment Opportunity Commission, New York District Office. Attorney XXXX XXXX XXXX, XXXX. was assigned to my case for representation. I was asked to pay ( a ) Consultation fee of {$400.00} ( b ) {$7400.00} for representation as per attached billing. Subsequently, the attorney contacted me in XXXX and requested I pay another {$4000.00} because I have exceeded five ( 5 ) hours of work on the initial ten hours allocated to the case. The attorney did not cite any Federal Laws and Regulations or review documents from the opposing attorney. In addition, the attorney urged me not to accept the Administrative Judge offering assistance by providing me with an ADR -Alternative Dispute Resolution specialist because he wants me to pay another {$4000.00} for two hours of representation at the ADR conference. Furthermore, the attorney stated that he was only able to secure a settlement for {$500.00}. The above illustrates this lawyers unethical duties and the inability to analyze legal issues, to research and study changing laws and legal trends, and otherwise to represent the client effectively and professionally. I am disputing the billing from the firm and requesting a refund of {$4000.00} because they are misleading charges and not representative of any professional legal work performed for fifteen hours. I believe the firm is running a scam. Sincerely, XXXX XXXX
Company Response:
State: NY
Zip: 10452
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: For XXXX days I was trying to access my account on line but every time I entered my ID and password I got a message : " How about a rain check? Sorry, your account isn't accessible currently. Please come back later and try again. '' Today, on Monday I visited local bank branch but " Citizens XXXX '' by name XXXX XXXX refused to help me claiming that my ID which is my email for 11 years is not correct and refused to help me. I tried to call Citizens bank mail office but the line is " too busy '' to connect.
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XXXX XXXX I opened an account at Citizens Bank a national bank because they offered high interest rates on their savings account. The money transfered that day and my account was opened. I received an email dated XX/XX/XXXX that my account was opened and active ready to use. They posted in the email that their was {$2000.00} was in my savings account and {$1000.00} was in my checking account ready to use as I had requested. See attached document. A few days after it was deposited, I realized that it was not Citizens Access Bank with the desired interest rates so I told him I wanted to close my account and open my account with the correct bank to receive these rates. I instructed him to send my {$3000.00} back to XXXX XXXX XXXX. He agreed to this in the phone call. What he ended up doing was closing the account before transferring the money. I never received the funds in a check or into my XXXX account. I have spoken with to numerous managers at Citizens and they claimed XXXX should have received the money. When I contacted XXXX and spoke with XXXX the manager she said Citizens never transferred the funds back. Citizens bank has refused to do anything to retrieve my money and is denying I ever opened an account. Refer to the attached document ( email from Citizens when the account was opened ). Can you please assist me in getting my money back?
Company Response:
State: FL
Zip: 32605
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A