Date Received: 2023-06-08
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I used my Citizens XXXX XXXX credit card for the first time to purchase 2 tickets to a show from a website name XXXX XXXX XXXX I tried a few time to order but kept receiving an error msg in red that my home address didnt match the credit card number After making sure I submitted the correct info I called Citizens and stated the problem I was having and to make sure they had my info correct on their end They apprised me everything was correct and advised me there must be a problem with the XXXX XXXXXXXX website I called XXXX about the problem and they said maybe it was the internet browser I was using So I decided to try another ticket website XXXX XXXX and the purchase went thru with no problem I later realized I was charged {$220.00} from the first website that gave me trouble I never officially authorized that transaction I was told on my end it didnt go through So I am disputing the charge I attached an email that even says I had not purchased the ticket Theres more concerning the ticket I purchased from the other website XXXX XXXX XXXX for {$160.00}. but I will be responsible for that because I did authorize the transaction
Company Response:
State: PA
Zip: 19135
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Since my father passed away in XXXX of 2023 I have been calling citizens bank trying to put a hold/freeze on his asscount so my step sister could stop accessing his card bc over {$15000.00} has been stolen. I have phone records, emails and fax conformations all showing how many times I have been trying to talk to people at citizens along with a detective from the local police department who is trying to access with videos and get told they are " backlogged '' or don't have access to the videos anymore even though like I said I have been trying to get them to look at these videos since XXXX. They are trying to deny my claims and unwilling to pay me the money back.
Company Response:
State: MI
Zip: 496XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I received a check in the amount of {$29000.00} from my insurance company and attempted to deposit that check in a Citizen 's branch on XX/XX/XXXX. I received a confusing letter in the mail from Citizen 's ; the letter said that the funds from the check would be delayed, but available on XX/XX/XXXX, 6 days after the check was deposited. The letter ALSO stated that Citizen 's believed the check will not be paid. I have attached a copy of the letter. On XX/XX/XXXX, the account was credited {$29000.00} ( dated back to XX/XX/XXXX ), but then immediately debited the same amount. We spoke to a branch representative, and they said that the credit was a mistake, that the check would be returned to us in the mail, and that the funds would be sent back to XXXX XXXX, our insurance company 's bank. I am attaching a copy of the relevant transactions from the bank statement. We did not receive the check in the mail. When we called Citizen 's to ask about the paper check, they said they return the checks to XXXX XXXX and that there is no way for us to get the check back. They advised us to ask our insurance company to reissue the check. When we spoke to the insurance company on XX/XX/XXXX, they let us know that the funds have not been returned to them, and therefore, they can not reissue the check. We called Citizen 's again on XX/XX/XXXX and were told that the funds are in the process of being returned to XXXX XXXX, with no estimate of when the return would be complete. We also started an email thread with XXXX XXXX ( NMLS ID XXXX ), the XXXX 's banker at our local branch who we have been working with throughout this process, as well as our insurance company, hoping that the two companies would be able to work together to track down the missing {$29000.00}. Unfortunately, XXXX refused to use the reply-all function so the insurance representative could not see her response ; however, XXXX did indicate that the funds were already return on XX/XX/XXXX. This is a direct contradiction of what her colleague had told us over the phone earlier. This is also not the first time that we have been told contradictory things by different XXXX 's employees in this case, see also the open question of whether the check would be returned to us or not. At this point, we have no idea where the money is, and it seems Citizen 's does not either.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I learned that a family member was inappropriately accessing my checking and savings accounts. On XX/XX/2023, I went to the local Citizens Bank branch to close my accounts, and learned that the family member had opened multiple accounts using my identity ( total of 5 accounts ), and for various accounts had changed the mailing address, online banking contact information, and account titling to hide their behavior. At that time I reported possible fraud to the branch, requested closing all of my accounts, and correction of my home mailing address. I also requested a full history of transactions, including cancelled check images, since the account inception dates ( roughly 2.5 years for all cases ). The bank closed my accounts with the exception of a credit account with a remaining balance. I was told the transaction history would be sent to my home address. After a month had passed, I returned to the branch and was told that all access to the five accounts in question had been restricted, and was given the name of an individual who was handling the situation ( XXXX XXXX XXXX ). I contacted XXXX XXXX, and was told that the information would be forthcoming. The branch contacted me a week later and requested a {$480.00} research fee. I returned the the branch and paid the fee. Two weeks later, I contacted XXXX XXXX again, who assured me the information was coming. She was unable to tell me the results of the bank 's fraud investigation. On XX/XX/XXXX ( 2 month after the original request ), I learned that the bank had sent information to the incorrect address ( to the address of person I believe defrauded me ). The information that was provided included only 3 of the 5 accounts, and did not include any cancelled checks. I reached out to XXXX XXXX again via telephone and email to demand the bank provide the full information for which we had been charged. I have not received any response to date, and no one else at Citizens Bank will discuss the situation with me.
Company Response:
State: RI
Zip: 02861
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I was an XXXX XXXX customer which was taken over by Citizens Bank. Since the switch i have not received welcome pack or debit card at my address. I do not reside in USA anymore therefore do not have a USA number therefore unable to log in to mobile app from outside the USA. I have called Citizens Bank on several occasions and spoke to XXXX XXXX on XX/XX/XXXX Ref XXXX who advised me to write to XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX which i did on XX/XX/XXXX and XX/XX/XXXX but no response. Then i wrote to Federal Reserve Consumer Help on XX/XX/XXXX they asked me to lodge a complaint with cfpb.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: i opened an account with citizens bank due to an advertisement that stated i would receive XXXX for each checking account that was opened if qualifications were met, ( deposit amounts and direct deposit etc. ). I met qualifications and was supposed to receive XXXX for each checking account. I confirmed twice that i was supposed to receive these funds ( screen shots attached ). I have spoken to several people, including a branch manager in Delaware, named XXXX. She promised she would get back to me about the issue. I sent her the screen shots where i was promised the XXXX per account. Ive left her voicemails but she has yet to respond. It has been months. I want the XXXX per checking account I opened. I was promised these amounts and moved my money over to citizens bank on the assumption they would make good on their promise.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Problem when making payments
Subissue:
Consumer Complaint: A friend fraudulently used me as a cosigner on a line of credit from the bank. I am legally XXXX, and I am unable to read or review legal documents. I am on permanent XXXX. I have no recollection of signing any loan documents or agreeing to cosign for the friend. I had given the friend, XXXX XXXX XXXX, XXXX to assist me with my other accounts at Citizens Bank, but never agreed to cosign a loan. On XX/XX/XXXX, XXXX XXXX XXXX received a cash advance on the line of credit for {$200000.00}. Now he is unable to pay the loan. I reported this situation to the bank. I was told that the bank had restricted the account and was told I could only speak to a single individual named XXXX XXXX XXXX. The bank ( XXXX XXXX ) will not return my calls or emails, and will not provide an update on the reported fraud.
Company Response:
State: RI
Zip: 02861
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Saturday, XX/XX/2023 I attempted to make an ATM cash deposit at the Citizens Bank ATM, with whom I have a checking account, in the amount of {$3000.00}. After inserting XXXX {$100.00} dollar bills the ATM machine malfunctioned and took all of the money I put in it but did not credit my account for any of the {$3000.00} that I deposited. I immediately contacted my bank and filed a dispute for the lost money and its been almost a full week now without even a temporary credit for the amount of the deposit. It was a substantial amount of money that I need to have access to pay my bills and rent but Ive had to go close to a week now without it and I havent gotten any recent updates from Citizens Bank regarding the dispute.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I was preapppoved for {$3200.00} I submitted my application and I was denied due to not verifying my identity I called customer service and then they send me a one time code and then they told me someone will get back to me in four days which it dont make any sense if they verify me then I should be approved then I applied again then it was denied again and they are trying to pull my credit report again but I didnt let it happen. I refused .. so I want them to approved my application I submitted at XXXX XXXX not the one for XXXX
Company Response:
State: TX
Zip: 75134
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Problem when making payments
Subissue:
Consumer Complaint: Citizens One has been auto drafting my monthly payment each month since I opened the account. XXXX XX/XX/2023, I called Citizens One and asked to stop my automatic withdrawals from my account. I was told by the representative that I have to have automatic withdrawals for that particular loan. I told the representative that I was pretty sure that is against the law and was advised there is no way to remove any of my account information, previous or current, and no way to stop the automatic withdrawal.
Company Response:
State: FL
Zip: 33809
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A