Date Received: 2023-06-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Bank intentionally froze my account without my consent and against my explicit instructions not to due to pending refunds. Declined refunds from XXXX separate merchants. There is more than {$500.00} in refunds they are refusing to process. I go in to a bank and they say there in nothing they can do. They instruct me to call the number on the back of the card. When I call I get connected to someone to cant speak or understand XXXX. I repeatedly call the fraud number and they dont answer. Have spent XXXX hours without anyone answering. This bank needs to be shut down.
Company Response:
State: NY
Zip: 14220
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Good Day I paid off my XXXX XXXX XXXX auto loan circa XX/XX/XXXX. Citizens One sent a " paid in full and canceled note '' title Release Letter in XX/XX/XXXX, with paperwork to apply for the title. I found that unusual, as the bank is responsible to provide the title after payment has been completed. I have had several auto loans over time, however, this is the first time that I have been tasked with chasing its title. Whatever institution I have completed payments with, always sent the title. This instance is my first ever experience with the institution tasking me with chasing my title. While chasing the Title for this XXXX XXXX XXXX, I have been redirected back to Citizens One. I have even attempted to contact XXXX XXXX and they are no longer XXXX XXXX and under new management. The new management and staff are just as dismissive and rude as the previous owners and staff. In spite of that, they claim to have no knowledge, etc. Unfortunately for me, I did not recognize the red flag when I struggled to get auto plates from them. It took forever to receive tags after legal threats and appearing before them in person, though I lived in Alabama at the time. At some point during the struggle for the plates and proper registration, they offered for me to drop the car at some address they extended and they would pick the car up with no fault to me. However, they would not produce in writing that it wouldnt be treated as a repossession and not affect my credit while refusing to refund what was already paid towards the purchase. It has been an unfortunate journey with XXXX XXXX. I later learned of the many complaints that went unaddressed by XXXXXXXX XXXX XXXX. I have made several attempts to get a title because they did not send a title as normal, or followed up with any explanation. To my frustration, they have gone radio silent. I have applied for the title, but the title can not be found in Alabama where I resided during the purchase, or in New Jersey where the vehicle was purchased. I have contacted Citizens One and have yet to receive a title though I have honored my end of the contract early. Because I am often out of the country on Government orders, I believe that Citizens One has taken advantage and has not honored their responsibility as promised. They asked me to give them a year in XXXX and they have yet to return a title. I am frustrated at this juncture because I have been unable to trade the car, sell the car or reduce the insurance to liability because it still reflects having a lien active. Citizens One has silenced their communication with me. I do not know how to proceed with this business. However, I need them to honor their end of our long-fulfilled contract or return all payments with interest. Thank you for your attention to my struggle and formal complaint. XXXX XXXX XXXX XXXX XXXX Account XXXX ends in XXXX Vin Ends XXXX Transaction code : XXXX
Company Response:
State: TX
Zip: 76549
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat payment on a credit card account under an open end consumer credit plan as late
Company Response:
State: MS
Zip: 39759
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Citizens Bank Mastercard obtained with a limit of {$800.00}. Payments due XX/XX/ for roughly {$30.00} submit week of XX/XX/ for {$60.00}, confirmation # XXXX. I have received correspondence from Citizens Bank stating that they have decreased my limit to {$300.00} from {$800.00}. My payment is less than 30 days late and a violation. Payment invoice received for XXXX XXXX All other months obsolete.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: XX/XX/2023 I received a chip debit card in the mail, issued in my name, from Citizens Bank. I have never opened an account with them. I have never heard of the bank. According to their website. Debit cards issued by them are linked to a checking account with their establishment. That the information required to do is is -drivers license/state ID #, SSN, Email Address & Phone Number. I have no idea how they were able to get all that information. I have called several times. Being on hold upwards to 45 minutes. I have emailed their fraud department. Telling them that I would be following up with a phone call and certified mail. I decided to go through this route to get documentation. At this moment, I have just now sat on hold for 56 min to be able to talk to someone at this company. Explained the situation. And put me back on hold.
Company Response:
State: IA
Zip: 52240
Submitted Via: Web
Date Sent: 2023-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: My credit score was XXXX and now my credit score XXXX I want to fianc a car I cant because they put my credit score for no reason. And my identity was used I dont know who used it.
Company Response:
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, I made a Realtime transfer from my XXXX checking account to my Citizens Bank checking account in the amount of {$60.00}, transaction # : XXXX reference # : XXXX XX/XX/XXXX shows it went through on my XXXX account. About 10 minutes later, I checked my Citizens checking account online, and my transfer showed it was received and took care of a negative balance of XXXX, and showed a positive available balance of XXXX XXXX. The next day I realized my Citizens bank debit card wasn't working so I called Citizens Bank customer service line on Sunday, XX/XX/XXXX. I was told by a female that because my account was on hold, she had to unlock it and then issue me another debit card. She stated since she saw the deposit of {$60.00} and my account was now in a positive status, she unlocked my account. She asked if I would like the card shipped express for {$12.00}. I replied yes and had to add money to my account. So with the female customer service rep on the phone, I did another Realtime transfer from my XXXX checking account to my Citizens Bank checking account in the amount of {$20.00}, which also showed immediately as completed on my XXXX online checking website with transaction # : XXXX reference # : XXXX XX/XX/XXXX. I then logged into my Citizens Bank account and saw the transfer for the {$20.00}, so I had an available balance of {$20.00}. The female stated she saw the positive balance as well and debited my checking account the {$12.00} for the express shipping for the debit card. I immediately saw she debited my Citizens Bank checking account the {$12.00} and we finished the call. On Tuesday XX/XX/XXXX, I received my new Citizens Bank checking debit card by XXXX XXXX. I went to activate my card at the Citizens Bank ATM machine and it said I needed to contact Citizens Bank. I went inside the branch and spoke to a female with XXXX XXXX I believe it was. She stated that my account was actually closed that day and charged off, but if there was a transfer made, it would have been sent back to my XXXX checking account. For a few days going back and fourth with XXXX and Citizens Bank, each bank telling me I had to call the other bank for this I was upset and filed a dispute with XXXXXXXX XXXX for the two transfers, one for {$60.00} and one for {$20.00}, since Citizens Bank was telling me they were never received in my account and they didn't see anything pending coming in. XXXX claimed both transfers were complete and received by Citizens Bank. On XX/XX/XXXX, I filed my dispute with XXXX XXXX, my claim number for the dispute is : XXXX. They responded on XX/XX/XXXX with a letter that stated that on XX/XX/XXXX, their investigation was complete and showed that both transfers were indeed complete and received by Citizens Bank. They left a phone number of ( XXXX ) XXXX. I can't tell you how frustrating this is, and it's not over yet... I filed a complaint with Citizens Bank on XX/XX/XXXX and a female named XXXX from Citizens Bank Chairman 's Office called me and said she will look into this, her phone number is : ( XXXX ) XXXX. On Friday, XX/XX/XXXX, I spoke with XXXX again from Citizens Bank Chairman 's Office and she said that she couldn't any transfers coming in. She advised me to contact XXXX XXXX and file a claim with them. I explained that I had already did and I explained the letter they provided me. XXXX asked that I email that letter to her at : XXXX, which I did immediately. XXXX verified the Citizens Bank checking account number with me, and she asked me for the trace numbers for each transfer, which I gave her, which were the transaction and reference numbers that were provided on my XXXX Checking account statement. I also included these with the original complaint I filed with Citizens Bank, so I don't know who told XXXX they didn't have them and needed them. XXXX stated with the new information I provided, she will look into it more and see what she can find out. I also let XXXX know I received a letter dated XX/XX/XXXX, from XXXX XXXX from the Asset and Recovery Department with Citizens Bank that stated I owe a balance of {$59.00}, but would accept a one time payment of {$47.00} to consider my account settled in full and report that to XXXX. The phone number in this letter is ( XXXX ) XXXX. So now, I have this reported on XXXX!!! I know it's only {$80.00} total, but it's now become an issue of business practices and service. I called XXXXXXXX XXXX again later on Friday XX/XX/XXXX at about XXXX or so at the phone number that was on the dispute results letter they provided to me : ( XXXX ) XXXX. I spoke with a female who I explained everything to and my frustration with the whole thing especially the dispute results letter that didn't have any name of the person from XXXX who investigated my dispute claim. After awhile, the young lady asked me to hold at about XXXX, and while listening to music for ten minutes, at XXXX, it sounded like someone picked up the line and hung up on me. All these calls are supposed to be recorded by XXXX and Citizens Bank and someone really needs to listen to these calls and what I have been told, playing ping pong between both banks and can't figure out why they can't just speak with each other and try to find where my two transfers, totaling {$80.00} went to. My Citizens Bank checking account should never had been charged off as the negative balance was due to a mistake a company made on XX/XX/XXXX by taking out a payment that should have been stopped in XX/XX/XXXX. When I filed my claim about that with Citizens Bank, Citizens wrote me a letter stating that that claim was closed and found in my favor and corrected my account, which left the {$59.00} ov.er and I made the transfer on XX/XX/XXXX for {$60.00} to cover. This should have not gotten to this point. I don't know who else to contact. I've emailed consumer complaint line with XXXX XXXX XXXX News. If there is anything else I can do, please let me know.
Company Response:
State: RI
Zip: 02816
Submitted Via: Web
Date Sent: 2023-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I scheduled an on line payment from my bank ( Citizens Bank ) to my credit card in the amount of {$15000.00} on XX/XX/XXXX to be delivered XX/XX/XXXX ( confirmation # XXXX ). The funds were in my account. I received a letter from the bank stating that they were sending a check for that amount and it would be delivered by the XXXX as scheduled. The payment was delivered on XX/XX/XXXX incurring an interest charge of {$240.00}. I have made several phone calls to Citizens Bank, been put on hold for extended periods of time, made to explain and give all the details of the issue over and over, and spoken to 6 different people over the course of a week. All have admitted that it was the banks error and they would reimburse me. One ( XXXX ) filed a complaint with their 3rd party payer ( XXXX- case # XXXX ) stating that I would be contacted. I have not been contacted. XXXX, at first said they needed me to participate in a 3 way call with the credit card company. I agreed and told him to initiate it at that time. He immediately backed down on the suggestion and claimed that he and his supervisor ( XXXX XXXX were sending a letter to the credit card company explaining the issue and, if the credit card would not refund the money, the bank would reimburse me the full amount. He assured me that the issue would be resolved by XX/XX/XXXX. It was not. On my last call on XX/XX/XXXX, after over an hour on hold and being transferred 3 times, XXXX stated that there were not many notes in my file and he wanted to escalate this to my tech support. I was put on hold for the third time that day and left to hang there. No one ever took the call and I hung up after 30 minutes. I'm being given the royal run around. The bank made an error and expects me to pay for it. Not at all acceptable. I want the to reimburse me the {$240.00} apologize for the inconvenience theyve put me through.
Company Response:
State: NY
Zip: 12603
Submitted Via: Web
Date Sent: 2023-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Went to branch during business hours XXXX Fri XX/XX/2023 to receive certified check for car purchase. Check needed same day as purchase was for Saturday which was out of state. Flight was purchased for {$1000.00} to deliver certified check and drive back car for Saturday. Bank had no way of transferring money to other accounts, withdraw money to cash, or wire money to different account in my name in order for me to complete the purchase.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My wife and I opened a joint account at Citizens on XX/XX/2023. As our first deposit we decided on an external transfer from my wife 's bank ( XXXX XXXX XXXX ) for {$1500.00}. The online Citizens account was in my name, and it turns out the bank to be transferred from also needs to be in the online account holder 's name, so the transfer did not go through. Fair enough. This was on XX/XX/XXXX. As I write this, we STILL have not been able to get our money either returned to XXXX XXXX XXXX or put into the joint Citizen 's account. We have spent over 15 hours on the phone with Citizen 's reps or waiting. We have heard half explanations, confusing explanations, partial explanations. We have put XXXX reps on the phone with Citizens reps, TWICE. We were told to submit a claim and that this would surely resolve the issue, absolutely. I called a week later to find out that the claim was denied. And that all we needed to do was get a form from XXXX XXXX XXXXXXXX. Turns out that was wrong too ( We have heard consistently from XXXX that it is Citizens that needs to act ). I am speaking now to another supervisor, who is friendly and well meaning, but clearly not able to help resolve this issue. We were told that after 30 days, the money should be returned to the originating bank. This has also failed to happen. Citizens appears to not have any avenue for us to resolve this -- you can only chat or talk to online account reps apparently, there is not email to reach, and no one seems to know definitively how to resolve the issue. We simply want our {$1500.00} transferred back into my wife 's account. Thank you.
Company Response:
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A