Date Received: 2023-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens was contacted on the following dates XX/XX/XXXX I spoke with XXXX and XXXX XX/XX/XXXX I spoke with XXXX and XXXX XX/XX/XXXX XXXX then the office of the Chairman, XXXX Case number XXXX was given regarding 1. The removal of the escrow account as more than 20 % down was given at closing and escrow fees continue to rise. 2. The proper amount of my mortgage loan ought to be {$1200.00} not {$1300.00} as currently requested. I was told that by XX/XX/XXXX a verdict would be reached regarding this request. It is now XX/XX/XXXX and a new mortage bill arrived 1. Escrow was NOT removed -- no letter, no verdict, no discussion sent 2. There is a {$40.00} fee, that is not justified 3. Current loan payment, even if escrow is to be included ought to be {$1200.00} not the {$1300.00} that they state. 4. They are requesting {$1300.00} citing an unknown fee and charge, that is not permissible. This IS mortage fraud
Company Response:
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Thursday, XX/XX/2023, at approximately XXXX pm I deposited {$300.00} in cash in my checking account at a Citizens Bank ATM. The ATM was located at a Citizens Bank branch. The branch had just closed for the day. The machine did not give me credit for my deposit. Instead it gave me a receipt which stated, " We encountered a problem returning your cash. '' " Please contact your financial institution. '' I immediately called Citizen 's Bank, spoke to a representative who informed that I had to file a claim to have my {$300.00} in cash returned to me. I filed a claim with her at that time and asked her when the matter would be investigated and resolved. She did not have an answer and told me I would be receiving some information about my deposit in the mail. She did not know when I would receive that information. I was given a claim #. The next day I visited the branch, when it was open, and inquired about my claim. I met with a bank representative, who told me he would try to expedite my claim and that there was nothing more he could do. To date, I haven't received any information about my deposit, by any means of communication.
Company Response:
State: MA
Zip: 02121
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Called customer service to have checking account closed and was told that I would need to withdraw the money I have in the account first. I tried to withdraw the balance via bank transfer however the required phone verification keeps erroring out with an " application error ''. I've requested the remaining balance to be sent as a check to my address on file which is usually the standard process when closing accounts with other banks but was told that they are not able to do so. The only option I was given was to go to a branch to have them assist which I decline because it's over a hour drive round trip. My bank account was opened online and I should not need to go to a branch to get it closed.
Company Response:
State: VA
Zip: 22310
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I XXXX XXXX owner of XXXX XXXX XXXX XXXX XXXX made a deposit of {$6000.00} usd to my business account, when i made the deposit i was advised that because it was and international certified bank check it would take anywhere from 3-6 months for the money to be available. On XX/XX/XXXX i got tired of waiting and went to talk to the branch manager of Citizens bank located at XXXX XXXX XXXX XXXX RI XXXX. At that time we spoke with man by the name of XXXX XXXX. At that time i was told that the back had actually lost the check and did not have a clue as to where it was. My daughter and i spoke to this man and he told us that we would have the funds available by the end of the day or by the latest Tuesday the XXXX he just needed to speak to his boss and he would call us back by the end of the day. He did not call me back my daughter called at around XXXX to speak to XXXX XXXX he then told my daughter to give him the rest of the week to get what he needed to make the funds available to me. So, i waited until the end of that Friday XX/XX/XXXX and no call back. On Tuesday my daughter called to speak to XXXX XXXX and he was not available, so my daughter left a message for him to call us back. Only to get a phone call back with in a few minutes by two men that said that their name were XXXX and XXXX, they would not disclose their last name or their job titles. My daughter was then asked again what happened to the check she explained the same story again and they told her that I would have to get a replacement check. I cant afford to go back to XXXX where the certified check came from wait 7-10 business days for their police department to address the lost check then wait another 7-10 business days for the bank to do their check up to see if the check was indeed cashed or not. My mother passed in XXXX of XXXX which is why i was in XXXX. and to be safe instead of traveling with cash i opted for a certified bank check. Now Citizens bank wont own up to their mistake and want me to do all the work while they have me waiting for something that they lost. I need my money back i am not even asking for anything other than my money. My daughter went to the bank again on XX/XX/XXXX and after being ignored by XXXX XXXX for a good 30 minutes he walks back into the building to tell her that they close at XXXX and if she did not leave they would call the police on her. She did call the XXXX police department and they advised my daughter to place a complaint and try to speak with higher ups at citizens bank.
Company Response:
State: RI
Zip: 02906
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with monetary relief
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: Citizens bank sent letter indicating I have an account with them, but I do not and believe it was fraudulently opened. Citizens unable to assist yet they sent me a letter asking for me to verify account. XXXX XXXX XXXX at Citizens sent me the letter, but no assistance from chat or customer service when I reached out to the company on XX/XX/202XXXX XXXX
Company Response:
State: NJ
Zip: 08075
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XX/XX/2023, my family and I enquired about a rental property on XXXX XXXX. We verified the " landlord 's '' contact information and the profile information seemed to be consistent with the property details. A 3rd party phone number reached out from XXXX from XXXX. The property add was taken down once we filled out the " application '' and were " approved '' for the background check. We checked the Pennsylvania law for the application fee and it seemed to be consistent with PA-law. Before paying, we asked if we would be refunded if we were not approved for the property. My sister submitted a complaint with the XXXX XXXX XXXX XXXX. Through XXXX XXXX XXXX, another person 's identitaty was used for the property and we were dubbed into paying an application fee of {$200.00} with a promise for a refund. The property is not on the market for rental, and the {$200.00} was not refunded by the owner as promised. Additionally, they insisted that a tour of the property would promptly be arranged after a deposited of {$1000.00} for the security deposited was transferred through XXXX. On XXXX XX/XX/XXXX, I wire transferred the money to a different account from the previous account that were given : " XXXX XXXX '' and I was not refunded the money for the security deposit in spite of the " contract '' saying the security deposit was refundable under the " delivery of possession '' section. Immediately when I suspected the fraud I reported it my bank, Citizen 's bank, the file a claim. This happened the day of. Citizens found my claim to not be credible, in spite of the fact that I could present phone transactions, a false " contract '', and my prompt reporting. I tried to present everything the following day to my near by branch, but the accountant insisted that they didn't deal with claims or investigations. I'm very displeased with the customer service as I had been a loyal customer for nearly 15 years. My sister 's bank, XXXX, took in a detail account for her scammed {$200.00} and did an actual investigation.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: On XX/XX/2023, I received a notification from my credit bureau that my credit rating has decreased. This was due to citizens bank decreasing my credit limit from {$20000.00} to {$7600.00}. This created a windfall of negative results for me. For example, it created an increase in minimum payment from {$53.00} to {$200.00} ; a credit bureau utilization change from less than 30 % to 95 %. This decrease resulted in a decreased credit rating with all three credit bureaus. I received to date no notification from Citizens Bank. I called them to inquire and spoke with the most insensitive manager in creation a XXXX XXXX XXXX, XXXX. He explained that the automatic payment of {$30.00} they received did not cover the minimum payment of {$53.00} so they lowered my credit rating as a result. Today I did not receive a phone call or letter from Citizens bank. I was not assessed a late fee for the four day late payment. The banks report to the credit bureaus for 30 days late. Citizens reported a credit decrease instead which is more damaging to my credit rating. Is this how Citizens Bank treats their good customers? Penalties for being four days late for {$23.00}? All I needed was a courtesy call or a letter stating the payment wasnt satisfied. This is an easy resolution as I have enough funds in my checking account to cover it. This was an easy resolution. While visiting my branch office, a Citizens bank officer offered me this credit that I did not initially request or need. They gave me a $ XXXX credit limit only to snatch it away on a technicality. I ask again is this how good customers are treated? Furthermore, there is no one to contact except writing to the office of the chairman. There is no customer advocacy group to call no email address to write to, only an insensitive manager to speak to. Your prompt response will be greatly appreciated. In addition, I visited the XXXX NY branch on XX/XX/XXXX, since their representative initially offered me the credit card. They contacted the credit department, who sent me a letter, finally, in an email. I received notification of what happened to my credit line and that the {$23.00} payment was four days late. In conclusion, I lost my credit line, got a reduction with all three credit bureaus for an error in payment amount. XXXX XXXX Citizen Bank Customer Credit Card ending in XXXX.
Company Response:
State: NY
Zip: 10705
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Received notification of overdrawn account for Citizens Bank collections. After calling Citizens they confirmed that there was an account opened in my name. They placed a hold on the account and are filing a fraud form. Was told to contact your organization.
Company Response:
State: FL
Zip: 32926
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was managing my XXXXXXXX XXXX account. I signed in on XX/XX/23 to realize several unauthorized XXXX XXXX card transactions. I called and reported it as soon as I realized it and filed a claim. I know someone on the fraud team who was able to review the atm footage and showed me the image of the person who stole from the account. It was my XXXX at the time. I immediately called the police and XXXX XXXX charges. XXXX XXXX the XXXX card from my wallet and replaced it with an XXXX card of someone else so I wouldnt know it was missing. The bank denied my claim. I called and explained the situation and the rep refiled the claim as I work for the bank and another friend looked up the claim and advised me the first one was entered wrong. I have proof in form of texts and video that show my now XXXX admitting to stealing the money without my knowledge. The bank again without reaching out to me, denied my claim. I am working with the detective who has told me she sent the bank a subpoena for the atm footage for all the ATMs he went to. The detective is working with a XXXX XXXX for the bank who first claimed couldnt find the account even though account number, titling, and my own name was provided, now they have found the account but are still delaying handing over the footage for some reason even after they told the detective they found the account. It is now XXXX, 3 months after I reported it and the bank still has not handed the footage to the detective so that an arrest warrant can be issued. The bank does not seem to care that this is a XXXX XXXX situation and doesnt seem to be putting effort to stop the financial abuse I was put thru. I am working with an investigative reporter who will be doing a story on this for XXXX and all details will be made public, including how citizens refuses to help. My XXXX also opened up phones fraudulently in my name and another credit card with a different bank that those companies were able to resolve for me. Citizens is the only bank not willing to help resolve a financial abuse situation and is doing all means to not hand over the footage to the police. They instead closed the account and never credited me for the fraud. I will be speaking with a lawyer regarding the treatment by the bank.
Company Response:
State: RI
Zip: 02889
Submitted Via: Web
Date Sent: 2023-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Getting a line of credit
Subissue:
Consumer Complaint: XXXX XXXX XXXX came to my door and informed me of their promotion. No upfront fees, no install fees, and cost of equipment simply rolled up into the monthly fee of {$78.00}. Plus they would send me {$400.00} in gift cards for signing up and 3 months free. I agreed and said this sounds great. I had no idea that the sales rep was opening up a line of credit in my name with Citizens Pay. The sales rep was unethical in that he should have stated up front that the cost of the equipment is around {$3000.00} and we will need to open up a line of credit in your name. In fact when he handed me his tablet it asked me for my full SSN and I asked him why would you need this and if my credit is going to be run. He said sometimes the system asks for it but don't worry you are already approved to be one of our customers and no your credit is not impacted. He then said he had to put me on video but before he did this he coached me on exactly how to look ( not look away and simply confidently say yes ) He said the jargon used is legal stuff. I didn't pay much attention as I trusted him. A month later I find out I have a line of credit on my credit report. Also he said it would be 3 months free ( I had to call XXXX to fight them on that to get them to set that up, the bill is not {$78.00} but {$89.00} and they billed me for the installation over {$200.00}. WOW! So unethical, deceiving, and he did this to soo many people in my community. I would have never signed up if he was honest and said " look you need to apply for a line of credit in order to pay for the equipment '' So many XXXX violations. I had no clue I was opening a line of credit. I work in banking and I am very familiar with the law and XXXX is willingly breaking the law with their door to door sales practices. Yes I signed everything that was on his tablet because I trusted him and he simply pointed and said sign here so that is why XXXX will not change anything. In fact this sales rep advised me not to call XXXX if I had any questions but to text him for any problems.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A