Date Received: 2023-06-22
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I filled a complaint against Citizens Bank for using false/fraudulent practices when getting to me sign up for a credit card. I filled a complaint using this system. Before I filled a complaint, I closed the credit card due to that company not fulfilling the promises they gave me. The resolution that I got from the office of the chairman was that they could not fulfill the promise that their agent gave me and instead reopened the credit card WITHOUT MY CONSENT. This company has done damage to my credit twice now. Their office did not ask if I would like that credit card, I did not sign anything agreeing to it and they did not give me the terms and conditions for the credit card.
Company Response:
State: OH
Zip: 43612
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I made the mistake of sending a partial payment for my mortgage for the month of XXXX without knowing. Few days later ( XX/XX/XXXX ), I received a letter advising that payment has not been received by the bank - no explanation as to what happened ( see attached ), but after realizing that I sent a short payment, I immediately sent the remaining balance ( little over {$200.00} ). Around XX/XX/XXXX, I received an email advising a late payment status on my account. Called the bank ( Citizens Bank ), and they notified me that Citizens does not take partial payment on mortgages ( customer service said it was illegal ). On XX/XX/XXXX, I petitioned to XXXX XXXX, to apply existing funds under your possession ( that would have completed the mortgage payment ), and as of today XX/XX/XXXX, still is pending as she is stating that Citizens needs extra time to stop the checks that were issued back to me to refund the partial payments. Meanwhile, my credit report has been impacted as Citizens have been reporting me as delinquent, even though you have the funds under your possession. I please need someone to help and look at this matter under as Citizens Bank is still under possession of the funds that could have been apply to the mortgage payment for the month of XXXX ( in fulll ) but they refused to do so and instead they reported me as delinquent on the mortgage payment.
Company Response:
State: MO
Zip: 63122
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Good Afternoon, I'm trying to file a claim against citizens Bank and need some assistance. I went to withdraw money out of their ATM on XX/XX/XXXX, at XXXX XXXX XXXX XXXX Ma XXXX XXXX XXXX XXXX XXXX ) at XXXX. XXXX Dollars and no money ever came out so to prove I was there and they took my money I tried again to got the receipt which I'm providing to you. The card I used was an EBT card which I get cash benefits on I really need to pay my rent and need that money and I don't know how else to get it back. This should never happen Thanks
Company Response:
State: MA
Zip: 02121
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: i've been out of work since XX/XX/XXXX due to laid off from XXXX i've had it 3xs and been struggling with health issues. i've been trying my best as a single mom of XXXX and trying to keep up with my bills but its been so hard for me i don't want to lose my home its all i have for little family i've been doing part time jobs and they dont last long or do i make enough im behind all my bills about to also lose my only vehicle i take my children to school and doctors when needed. i see my medical provider for my XXXX when its really high he puts me on medication to help me control it. my last job only was 5 months and now im laid off since XX/XX/XXXX im scared to lose everything when ive tired every single day to keep on going and look for work please help me i need really bad debt no matter how sick i fill every morning from stressing myself in pushing not to give up i push my self to try to have a better day. ive gone to community in action 2xs for help and all they tell me is that they dont have funds at the moment for me to try other agencies. so far im crossing my fingers and praying someone can help me i appreciate the time given. thank you and god bless you all XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: OR
Zip: 979XX
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023, at XXXX ET, I accessed my " Clearly Better Business Checking '' account online at XXXX XXXX XXXX When Exporting transactions, the exported file contains records that are outside the filter criteria set. In addition, in the account overview, transactions, view, the " Contact Us '' link at the bottom of the page fails to open the contact us page. In general, it appears that Citizens Bank recently reprogrammed their online account interface. The presence of such obvious defects indicates that no testing was done, and that the implementation is dangerously incompetent at a level totally inappropriate for banking. I attempted to call Citizens Bank at XXXX and an automated system reported that no one was available. It also reported that they are experiencing an abnormally high call volume. This is a lie as I have never called and not been told there is an abnormally high call volume. They have made a practice of deceiving customers into believing their normal failure to answer the phone is something other than routine.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is a previous complaint that- Has Not Been Resolved - See complaint filed on XX/XX/XXXX with CFPB. In my records it shows the CFPB has closed the case saying it was resolved - This Has Not Been Resolved- I was literally just charged for the {$490.00} again this morning XX/XX/XXXX. I received a letter stating once again that I needed to provide proof that the payment was made - which I did in an email on XX/XX/XXXX, I emailed ALL of the information requested to XXXX - This has been going on since XX/XX/XXXX back and forth and this is the 3rd time Citizens has withdrawn the money from my checking account. I have provided all of the information proving this withdraw is erroneous and Citizens is refusing to refund me account and close the case. I will escalate this as far as I need to to be returned the almost {$500.00} that they continue to take from my account. I have spoke to XXXX XXXX Citizens Banks Sr Advocate with no avail - XXXX - she asked that I email the information requested which I did as well as numerous emails to XXXX See below the original email below ... .as well as attachments from the email I sent on XX/XX/XXXX The amount of {$490.00} was charged to my checking account on error - I contacted Citizens at the end of XX/XX/XXXX stating this and they refunded the amount. I received a letter from Citizens saying no further action was required then a month later the amount was withdrawn again. - This was for a car payment, when the amount was withdrawn a second time, the lease agreement had been satisfied and the car had been turned back in to the dealership. Citizens withdrew the funds after the car payment had been 100 % satisfied and turned back in to the dealer- so where did my {$490.00} go??? After multiple attempt via phone to resolve this issue I was told on each separate time someone from the claims department would be contacting me in 2-3 business days - this Never Once Happened- I never received a call from a representative. I have received 3 letters since asking for proof that the payment was made by other means - I have emailed XXXX 4 Times now will all the requested information - I HAVE NOT ONCE RECEIVED A RESPONSE. They are Fraudulently holding {$490.00} from my checking account. Were did the money go??? Again- the vehicle has been paid in full and returned to the dealership and the amount of {$490.00} was withdrawn again after this fact. The fact that not one representative from Citizens has responded to my complaint VIA phone and email is HIGHLY SUSPICIOUS!!!
Company Response:
State: MI
Zip: 48331
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Company over charge me for overdrawn transactions and have expensive fees that are not being disclosed properly to their customers. They are basically scamming people with their overdraft fees and not letting you know and making sure than your aware.Also, my statements are not accurate they are showing transaction out of order for confuse customer and take advantage.the picture uploaded shows a rebate for fees they know they are wrongfully charging.
Company Response:
State: MI
Zip: 48224
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: After repeated requests for assistance over the phone and in person at a branch, I am still having issues accessing my account. I am frequently locked out of my account and have had to reset usernames and passwords multiple times every week. No one in customer or technical services has been able to help. This is getting frustrating ad I am not able to access my account reliably.
Company Response:
State: MA
Zip: 01801
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Earlier this afternoon I went to the Citizens Bank at XXXX XXXX XXXX in XXXX, MA. The bank manager, person serving me, was unprofessional. I went in to get a money order/check and make a withdrawal. I provided my ID since I was asked for my debit but did not have my debit card. She asked me where my debit card was and I responded not with me at the moment hence why I provided my ID to which she responded asking me where my card was and if it was lost. Then she proceeded to take several minutes looking over my account which wasnt needed since all I asked was for a withdrawal and a money order and questioned another worker there if anything else was needed to which the worker indicated that there wasnt. She made it seem like I was doing something criminal and I provided her everything she needed. This was the only time I ever visited this particular Citizens Bank and her behavior was disgusting and unprofessional and seeing as she was an actual bank manager, absolutely unacceptable. I have worked at a bank previously and this was beyond horrible customer service.
Company Response:
State: MA
Zip: 01013
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened a dispute with my bank under the claim number XXXX on XX/XX/ I explained when I opened the claim that im living for 4 months abroad so I there is anything needed to proceed with the claim they MUST contact me by phone email or fax. Until now I dont have any update about this case, so I calle customer service a couple of days ago and I was requested to send an email requesting the documents that must be signed. Nobody answer Today XX/XX/XXXX I called again and spoke with the supervisor who gave only excuses to do more slow and burocratic the case. He said that claims department cant be reached by phone, they only can call back but not to an international phone number. Also he said tthat they cant send the documents trough email or fax ( but they request to send it back that way ). I really dont understand all this complications to the customer. Please proceed with the claim eficiently and if you need something to be sign please send it to my email or fax on file, make it easy not difficult,
Company Response:
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A