Date Received: 2023-06-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXXMade a XXXX online ck deposit to Citizens Bank with a personal check from my XXXX XXXX XXXX XXXX XXXX -message read it could take 24 hours for funds to be available. XXXX-I checked my Credit Union and saw funds had already been taken from my account, I checked fund availability at Citizens Bank & saw 2 amounts on hold XXXX XXXX XXXX with an " available '' balance of XXXX XX/XX/XXXX, I check fund availability again at Citizens Bank, as it would now be 48 hours since I made the deposit & still those 2 amounts remain on hold with the same available balance which was more than enough to clear the XXXX transaction. I called Citizens Bank C/S-was told it was the XXXX XXXX who placed a hold until XX/XX/XXXX and couldn't advise why the {$16.00} transaction was on hold. Checked with the XXXX XXXX who advised they had released ALL funds XX/XX/XXXX. I then went to the XXXX XXXX XXXX XXXX called the " back office '' as neither she nor her manage saw a reason for the hold of the check or the smaller amount being on hold. The back office stated it was fraud prevention and they couldn't do anything about it. I see it as the bank making money with my money while placing me in financial strain as now I can't pay my mortgage on time and icing on the cake... will have to pay a $ XXXX late fee. I withdrew my available balance and am planning on closing the account as soon as they decide to release my funds. Are they racially profiling bank accounts now too based on non-American names? Are Latinos/minorities not allowed to handle over certain amount of money in order to not be flagged as fraud? I deposited MY personal check from one banking institution to another so why was it flagged as fraud? Why did they 1st place the blame on the XXXX XXXX and why are they holding a less than XXXX} transaction when {XXXX are available? I ended up withdrawing the XXXX and preparing to close it out once my check/monies are no longer held XXXX.
Company Response:
State: NY
Zip: 11714
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XX/XX/ Citizens Bank CheckingXXXX Quest Savings XXXX XXXX Deposit Savings XXXX Subject : Dispute of Unauthorized Debit from Checking and Debit Account and Request for Credit Dear Sir/Madam , I hope this letter finds you well. I am writing to express my deep concern regarding a recent incident involving my checking and savings account at your bank. I have discovered that my account has been charged without my permission, and I would like to dispute this unauthorized debit and request a credit for the amount in question. Details of the Unauthorized Debit : CASE # XXXX Date of Debit : XXXX XXXX XXXX Amount Charged : {$120.00}, {$2400.00}, {$2300.00}, {$170.00}, {$5000.00} Description of Transaction : DEBIT WITHOUT MY PERMISSION I maintain a meticulous record of my financial transactions and regularly review my bank statements. To my surprise, I found the aforementioned transaction on my most recent bank statement. I did not authorize or initiate this transaction, and it appears to be an error or unauthorized activity. As a responsible account holder, it is essential for me to ensure the security and integrity of my financial accounts. I have taken immediate action to protect my account by notifying your customer service department and filing a dispute. Additionally, I have changed my account passwords and implemented additional security measures to prevent any further unauthorized access. I kindly request a thorough investigation into this matter to determine the cause of the unauthorized debit and promptly resolve the issue. I expect the following actions to be taken : Immediate Credit : I request an immediate credit to my checking account for the full amount of the unauthorized debit, {$10000.00}. This will restore my account balance to its rightful position and prevent any potential financial inconvenience. Investigation and Resolution : I urge your bank to initiate a comprehensive investigation to determine how this unauthorized debit occurred. I expect a detailed explanation of the findings and actions taken to prevent similar incidents in the future. If necessary, I am prepared to provide any additional information or documentation to aid in the investigation. Enhanced Security Measures : To prevent any future unauthorized access to my account, I kindly request your bank to implement enhanced security measures. These may include two-factor authentication, additional identity verification protocols, and improved monitoring systems to promptly detect and respond to any suspicious activity. Timely Communication : I request regular updates on the progress of the investigation and the status of the resolution to my email at XXXX. Transparent and open communication is essential to regain my confidence in your bank 's commitment to customer security and satisfaction. I trust that you will treat this matter with utmost urgency and professionalism, as any unauthorized access to my account is a serious breach of trust. I have been a loyal customer of your bank for [ number of years ], and I believe in your institution 's dedication to providing excellent service. However, this incident has shaken my confidence, and I hope we can resolve it promptly and satisfactorily. Please acknowledge the receipt of this dispute letter and inform me of the next steps in resolving this matter. I appreciate your immediate attention to this matter and look forward to a swift resolution. I expect the credited amount to be reflected in my account within 10 days. Should you require any further information, please do not hesitate to contact me at the phone number or email address provided above. Thank you for your understanding and cooperation. Sincerely, XXXX
Company Response:
State: NY
Zip: 11231
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am in the midst of a most unusual situation and have exhausted all options through the normal phone / department escalation channels. Background : - Opened a Citizens Bank online account XX/XX/23 and made initial deposit - Setup direct deposit and payroll withdrawal taken out of my paycheck and deposited to Citizens Fast forward .... - Around XX/XX/23 - I am no longer able to sign into my Citizens Mobile App- I call Citizens customer service and they tell me my account has been closed, they can not disclose the reason, and to look for a letter in the mail in 2 weeks I have a fantastic credit score and have never had any account closed ( particularly one where I am sending them money / deposits ), so I am at a loss what triggered this action by Citizens ( totally in the dark to this day ) More importantly though, I need your help finding where my deposited money is, and how I can withdraw it if Citizens has made a decision not to let me be an account holder with their institution. At this moment in time, the money is in complete limbo ( I am locked out of my Citizens Account and your phone representatives can do nothing to assist ). My initial deposited funds are being held hostage and no one I speak with at Citizens can do anything to help. Most insane thing I have ever encountered. Is there anything you can do here? Best Regards, XXXX XXXX
Company Response:
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: On XX/XX/XXXX I injured my knee. I sought medical attention right away and was informed that I fully XXXX my XXXX, partially XXXX my XXXX, had XXXX XXXX XXXX XXXX, and XXXX both my XXXX. Once I had a XXXX date set up I called Citizens Bank, with whom I have 2 credit cards with, that I was told after XXXX I would not be cleared to for about 8-10 weeks. They told me I had two options. First being do nothing and pay my weekly minimum, or they can put me in what they call an hardship program. I asked if there were any other options, they told me there was not. So seeing no truly helpful options, I picked the hardship program because it would at least lower my interest rate and minimum payment ; both were lowered slightly and actually made both accounts inactive, so I still owed but couldnt use the cards even though I still would have to pay interests. They also told me I should try to work from home or borrow money. In XX/XX/XXXX I received 1 phone call from them asking why I made a partial payment and not the full, I explained that because I didnt have the full amount. They said they can take the full payment now, I told them I dont have it. They offered to arrange to make the payment, I told them that when I have the money to make the payment I will. They told me that not paying will cause my interest rates to go up, that I will owe a late fee, and my credit score will be effectives. I informed them that that doesnt sound like the program I signed up for. They doubled down, as did I. They eventually said I was correct. The difference owes was about {$40.00}. On XX/XX/XXXX, I made a payment on one of the cards. I did not make a payment on the other. They called me from the phone number ( XXXX ) XXXX at XXXX and received the voicemail at XXXX and left a voicemail asking me to call back or to call ( XXXX ) XXXX. They also sent me any email about it as well after that same day at XXXX. Then today ( XX/XX/XXXX ) they called me twice, leaving a voicemail after the second call. Both calls came from ( XXXX ) XXXX. The times they called were XXXX and XXXX.
Company Response:
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I, XXXX XXXX, am writing to express my deep concern and disappointment regarding the distressing experience I recently had while securing a mortgage loan ( bearing Loan # XXXX ) through Citizens Bank. I experienced a significant lack of accountability and suffered a substantial financial loss of {$6300.00}. Please find the brief description of all that transpired during the loan process below : I worked with XXXX XXXX XXXX ( Loan officer bearing XXXX ID # XXXX ). XXXX XXXX offered me the loan at an interest rate of 4.25 % with XXXX discount points, which I accepted. XXXX XXXX did not uphold the agreed-upon terms, and the final CD showed an interest rate of 4.25 % with one discount point. I contacted XXXX XXXX, requesting him to rectify the discrepancy. XXXX XXXX informed me that he is working on removing the discount points and recommended that I sign and submit the documentation. I obliged XXXX XXXX because of the working relationship. XXXX XXXX informed me that Citizens Bank would issue a check for {$6300.00} in place of the discount points I had paid for. I have been following up on the check since XX/XX/2022 and have not received it. I noticed that my communications were willfully ignored. And repeated escalations to XXXX XXXX XXXX ( XXXX XXXX Mortgage XXXX ID # XXXX ) and XXXX XXXX ( Area Lending Manager VP New Jersey XXXX XXXX ) and XXXX XXXX XXXX XXXX ( Citizens Bank ) did not help either. Throughout the process, it became increasingly evident that the agreed-upon terms and conditions were not being upheld. I have trusted Citizens Bank 's expertise and relied on its guidance to navigate this important financial decision. However, the service and professionalism I received fell far below my expectations. One of the most distressing aspects of this experience was the lack of communication displayed by XXXX XXXX and XXXX XXXX XXXX XXXX. My attempts to establish contact were met with excuses or silence, leaving me anxious and uncertain. Furthermore, the lack of transparency and non-addressal of essential issues during the process exacerbated my frustration and disappointment. As a direct consequence of the breakdown in communication and failure to adhere to the agreed-upon terms and conditions, I suffered a substantial financial loss of {$6300.00}. This loss could have been mitigated or even prevented entirely had XXXX XXXX and his team demonstrated the professionalism and diligence expected in such a critical financial undertaking from an esteemed institution like Citizens Bank. Please acknowledge the gravity of this situation and take immediate action to rectify the issue by issuing me the check for {$6300.00}, as promised. I hope we can resolve this matter amicably and restore my faith in your institution 's commitment to professionalism and customer service. Following are the information of Loan officers involved - XXXX XXXX Area Lending Manager VP New Jersey XXXXXXXX XXXX XXXX Phone XXXX XXXX Citizens Bank XXXX XXXX XXXX, XXXX XXXX XXXX NJ XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX XXXX XXXX VP Home Mortgage NMLS ID # XXXX Northern | Central | New Jersey Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Direct | XXXX XXXX | XXXX Mail Stop : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX Loan Officer at Citizens XXXX ID # XXXX ( XXXX ) XXXX XXXX Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX -- -- -- -- -- -- XXXX XXXX Mortgage Processor Specialist Home Lending Solutions Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX - Mailstop : XXXX Office : XXXX - Fax : XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 08857
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: CITIZENS BANK IS ILLEGALLY HOLDING A US ISSUED TREASURY CHECK I DEPOSITED WITH THE BANK ON XXXX XX/XX/2023 I WAS TOLD WHEN I DEPOSITED THE CHECK THERE WOULD BE A 48 HOUR HOLD ON THE CHECK. 4 DAYS LATER MY FUNDS HAVE STILL NOT BEEN MADE AVAILABLE ON A US TREASURY ISSUED CHECK. CITIZENS BANK NEEDS TO BE INVESTIGATED FOR THEIR ILLEGAL AND UNETHICAL PRACTICES THEY DO WITH CUSTOMERS. I HAVE BEEN RACIALLY PROFILED AND BECAUSE OF THE AMOUNT OF THE CHECK MY FUNDS ARE STILL NOT AVAILABLE. THE CONTACT NUMBERS ON CITIZENS BANK WEBSITE ARE ALSO DISCONNECTED AND DO NOT WORK. AS OF TODAY, NOOONE HAS THOUGHT ENOUGH OF ME TO CONTACT ME REGARDING THIS MATTER, AFTER SENDING SEVERAL EMAILS TO VARIOUS MEMBERS OF THEIR EXECUTIVE TEAM. THIS IS CLEARLY ILLEGAL AS A FINANCIAL INSTITUTION CAN ONLY LEGALLLY HOLD A CHECK FOR 2 TO 5 DAYS. AGAIN, THIS IS A US TREASURY CHECK THAT COULD HAVE EASILY BEEN VERIFIED BY NOW. I HAVE CONSTANTLY ASKED CITIZENS TO RETURN MY CHCK AT THIS POINT SO THAT I CAN CLOSE THIS FRAUD OF AN ACCOUNT OUT. NO ONE HAS STILL RESPONDED TO THAT REQUEST AND AT THIS POINT MY CHECK IS ILLEGALLY BEING HELD.
Company Response:
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On or around XX/XX/2023. I went to renew an expired ATM card. At citizens Bank. Address location, XXXX XXXX XXXX XXXX, New York XXXX. Phone number XXXX. The banker gave me a temporary ATM card and told me my new ATM card would arrive in the mail. About 10 days later, I received a credit card with a credit limit of {$3500.00} from citizens Bank!! I never asked for a credit card only a ATM card to replace my old ATM card!!. As a result of this fraud I lost XXXX points on my XXXX XXXX! This is fraud!!! I contacted a branch XXXX from a different bank who told me that it would not affect my XXXX XXXX it was a lie!
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Getting a line of credit
Subissue:
Consumer Complaint: On XX/XX/2023 someone opened a line of credit for {$4000.00} in my name and has already used {$3500.00}. It was approved through citizens XXXX of credit. Through one citizens bank way. I am not the one who applied for this. I have called the company and filed a complaint I have also spoke with the XXXX XXXX XXXX and filed a complaint.
Company Response:
State: OK
Zip: 74112
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens bought our loan in XXXX. I have paid all of our payments on time or early. I was paying {$500.00} biweekly. In XXXX of XXXX this became an issue with Citizens even though I was about {$3000.00} ahead on our payments. They stated, among other things that we could not pay ahead and that we owed money due to placing an escrow on our account- even though we submitted documents that we did not owe any money as we were paying our taxes and insurance ourselves. In XX/XX/XXXX, Citizens started returning our checks- I sent them back to them with a letter stating they were to be applied to our account and that the situation needed to be resolved. In XX/XX/XXXX, Citizens stopped allowing our bank to send payments to them ( they were automatic ). In XX/XX/XXXX, I had to send Citizens attorneys {$11000.00} to prevent my home from being sold/foreclosed on. I felt this would create a fresh start, but in XXXX of XXXX we started getting the same letters. This time I have kept very specific records of my conversations with them. I have stopped paying ahead on our mortgage to prevent issues, but once again, there are issues. In XXXX of XXXX, I was notified that Citizens had sold our loan to XXXX. They are now pursuing collections on us due to the file submitted to them. We are about to loose our home, our credit is destroyed, and my husband may loose a job opportunity due to our credit ( due solely to Citizens ). We want our account corrected and our credit restored.
Company Response:
State: AR
Zip: 728XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have disputed with all three reporting companies multiple times and nothing has changed. I dont have anything negative on my credit report other than this, which is citizens bank mistake that Im getting punished for. They called me about my card not working XX/XX/XXXX and informed that I was a few weeks late. I was informed that call was being recorded. I made a payment and authorized them to take automatic payments over the phone. The customer rep explained everything to me and I asked her if it was going to come out automatically and she stated on that recorded phone call that it would. They never charged the card. Ive tried calling and talking to them but dont get any where. I have been hung up on numerous times. Now I have a late payment on my account for being lied to on a recorded conversation that they wont pull up to investigate.
Company Response:
State: TX
Zip: 797XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A