Date Received: 2023-05-31
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I was pre approved for {$4200.00} for Upgrade+ via XXXX XXXX but as soon as I submitted the application I was denied. So I called customer service and the agent let me know I was denied because of public record couldnt match my SSN to a valid cell phone account. My cell phone is under my business XXXX not my SSN. We are not required to have a cell phone under our SSN. I asked was there any other way to verify my identity. XXXX the supervisor said no and I thought that was really unfair. I called XXXX to verify my name was added to my business account as well. They updated my account over the phone. Screen shot attached. However they said my XXXX does not need to be added to the account. The Last XXXX of my SSN : XXXX
Company Response:
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
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 originally had a savings, a checking, and a credit card account with XXXX. When they ceased operation and the accounts were transferred to Citizens Bank on XX/XX/XXXX, soon after that I contacted Citizens and closed my savings and checking accounts. I never received a new credit card from Citizens Bank. I'd moved on to use other bank and credit card. On XX/XX/XXXX, there was a {$10.00} fraudulent overseas transaction on my Citizens credit card, I did not notice the transaction until XXXX, when Citizens notified me by mail the balance was overdue. I contacted customer service at Citizens on or about XX/XX/XXXX and the representative put the card on hold, and requested I speak to " fraud department '' to remove the transaction. However no one answered after a 40 minute wait. On XX/XX/XXXX, I contacted Citizens again. I spoke to a customer representative about the fraudulent activity and again was transferred to the " fraud department ''. No one came to answer after an hour wait time. I wish to have the issue resolved and my Citizens credit card be cancelled.
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2023, I received an email from Citizen 's bank stating that they were offering {$10000.00} to qualified first time homebuyers with a minimum score of XXXX. At the time my score was a XXXX. I called Citizens and they took my preapproval application over the phone. They sent emails requesting verification information and shortly thereafter I received an approved preapproval ltr stating I could shop for a home. I found a home, signed a purchase agreement in XXXX. I notified my loan XXXX that I found home and signed agreement. XXXX XXXX told me to hire an inspector. I had inspection done and XXXX then informed me I had to pay for an XXXX and sent instructions on who to pay a {$650.00} fee. I then started receiving all these requests for additional information and proof of paid debts for the underwriter. The lender ran my XXXX XXXX XXXX significantly reducing my XXXX XXXX. I provided proof of downpayment funds, paid off debts as required by lender, and provided documentation over and over for the same debts. XXXX never mentioned downpayment assistance throughout this process and at the last minute they are sending conflicting disclosures and requesting the same information they requested previously as a condition of the loan commitment. As a result of the way this process was handled, I exhausted my savings paying off debts that were not delinquent and lender was still asking for an exorbitant amount of money to close. I tried on multiple occasions to reach XXXX as well as my realtor only to have my calls ignored. My realtor also tried contacting the bank to speak with XXXX 's supervisor and no one ever got back to me about his lack of communication. At this point, I am in danger of losing this home because the seller has run out of patience and I still need to transfer this transaction to another lending institution.
Company Response:
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My Citizens Bank credit card account appears to be open within my online account, payments are caught up through this month, and a cash balance of {$100.00} is currently displayed in my online account. I went to make a purchase at XXXX XXXX for less than {$100.00} ( {$100.00} is authorized ) on XX/XX/XXXX, and was declined. When I called Citizens Bank Credit Card Services on XX/XX/XXXX, manager XXXX XXXX ( ext. XXXX ) informed me my credit card was closed in XXXX for delinquency I had missed a payment or two due to a job layoff in XX/XX/XXXX, but resumed regular payments ). However, the bank made no attempt to inform me by letter or phone, and my online account, which is caught up on payments ( I recently paid {$140.00}, and all minimums have been paid for the last several months Ive been assessed late fees and interest ) tells me I have a positive cash balance as I remain consistently under my credit limit ( {$1300.00} used out of {$1400.00} ). The bank says nothing can be done about reopening my credit card, despite the inaccurate consumer-facing information and silent account closure.
Company Response:
State: PA
Zip: 181XX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Since the fusion betweent Investors bank and Citizens bank im waiting to receive the new citizens bank debit card, trough the app is impossible to request a new card, and also is impossible to reach someone by chat, secure message or email.
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I've recently become my mother 's permanent legal guardian. The XXXX XXXX she is in needs 6 months of bank statements to submit to XXXX. The bank is in Massachusetts and I'm in florida where the closest branch is 3 hours away. Customer service told me to send the branch, where my mother opened her account, the court papers and my photo ID, which I did. Every time I call the bank, they're short on staff, helping other customers, the branch manager is in a meeting, call back in 20 minutes, we'll call you back in an hour, the branch manager will call you back when she gets a chance, etc. I've been getting the run around for over a month while trying to get my mother established in a XXXX XXXX for XXXX XXXX XXXX in to of working over 40 hours per week and take care of my family in Florida XXXX Please help me get access to my mother 's account.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The loan is for our son and I believe originated in XXXX. Over a year ago the remaining balance of the loan was placed on a monthly draft from our checking account for $ XXXX. For some reason the payment did not draw in XXXX of XXXX. I have contacted Citizens bank and they stated that they tried to call me to let me know the payments were not being received. The calls were made to a land line number which is no longer in service. They didn't follow up the phone attempts with a letter, but instead placed the loan with a collection agency. I have contacted Citizens ( XXXX ) twice to offer getting the payment fixed including sending them the {$300.00} for the months the draft was not drawn. They have told me they can no longer help me as the loan has been assigned. I also spent XXXX minutes working with our credit union to determine why the draft was not sent, and was told clearly that the problem was not on their end. I have been in contact with the collection agency ( XXXX XXXX XXXX, XXXX XXXX, XXXX ). The have offered a settlement to terminate the loan which we are willing to do, but they want to receive the payoff in a rather unreasonable timeframe of {$1000.00} XX/XX/XXXX and {$1900.00} by the end of XXXX, which is basically the {$2900.00} settlement amount in 30 days. This would be difficult, but might be possible over XXXX months. The bottom line here is that I feel totally manipulated, first by Citizens Bank and now by the collection agency. We have made a good faith effort to make this right with the bank, and I don't feel like i should even have to deal with the collection agency, but I will in an tempt to put this behind us. Any assistance you can provide on our behalf in the matter would be greatly appreciated. I also want this resolved without and affect on my XXXX XXXX XXXX. Thank you, XXXX XXXX
Company Response:
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I saw an online promotion to open a checking account and receive a {$300.00} sign-up bonus for direct depositing {$500.00} within the first 60 days. I clicked the link in the promotion to make the account, and filled out the application. After doing this, I was unable to see the account when logging into Citizen 's, even a few days later. I went into the branch to check the status, and they told me the account didn't get opened, and opened one for me in the branch. Around 2 weeks later, I logged into Citizen 's and saw I now had 2 accounts. The original account did end up getting opened. I went into the branch and asked them to confirm that the account was setup correctly to receive the terms of the online promotion. They told me that it was not coded to receive the promotion. Instead, they sent me information about a different person 's account ( my husband 's ). I asked them to fix the account, but they refused. They said I should fulfill the terms of the offer, wait to see if the account was credited, and if it wasn't, then they would consider next steps. There is no reason to believe it would be credited, given they explicitly told me it was not coded to be credited. It seemed they wanted me to create the account and deposit money without honoring the offer terms. They also suggested I can close the account and reopen it. However, the promotion clearly states that only the first account is eligible, so doing what they suggested would have invalidated me from being able to fulfill the terms.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am writing to file a complaint against Citizens Bank regarding the mishandling of a payment made to XXXX. I am seeking your assistance in resolving this matter thoroughly and ensuring that Citizens Bank takes appropriate action to rectify the situation. A payment of {$1500.00} was sent to XXXX on Friday, XX/XX/XXXX, which coincided with the transition of my account from Investors Bank to Citizens Bank. Although my account balance carried over to Citizens Bank and my account and routing numbers remained the same, XXXX claimed that they did not receive the payment. To address this issue, I reached out to a bank manager at Citizens Bank on XX/XX/XXXX, who assisted in opening a second investigation on my behalf. During this process, it was discovered that the first investigation had been opened incorrectly. The agent responsible for the investigation erroneously indicated that the payment was made via check, and they also recorded the payment amount as {$1500.00} instead of {$1500.00}. Consequently, this misinformation led to the inability to locate the payment. Citizens Bank acknowledged that this error may have occurred because the agent reviewed the overall negative account balance in XXXX rather than focusing on the payment due to XXXX. They further admitted that the transition from Investors Bank has caused difficulties for several customers. I was informed that the second investigation would take approximately 10 business days to conclude, and they are working to ensure that another department within the bank is not holding the funds. Additionally, I was advised to check my mail for any possible checks since my account had been closed, as any payment owed to me would have been sent by mail. Unfortunately, I did not receive any such check, except for a letter dated XX/XX/XXXX, stating that the payment investigation had been completed and no error had occurred. Immediately upon receiving the letter, I contacted Citizens Bank to express my concerns. I inquired whether they thoroughly reviewed my account, considering that I had previously been an Investors Bank customer and had encountered issues in the past due to bankers having difficulty accessing my account or identifying the payment in question during the transition. The agent put me on hold, consulted with a supervisor, and returned to inform me that the investigation was still ongoing. I raised the issue of receiving the closure letter and expressed my confusion regarding the contradictory information. The agent explained that the letter had been sent in error and assured me that a new letter, dated XX/XX/XXXX, should have been dispatched, indicating that the investigation was still pending. However, despite diligently checking my mailbox, I have not received any such correspondence. Following the agent 's advice, I promptly contacted Citizens Bank the next business day, only to be informed that they were in communication with Investors Bank, the debiting bank, in an attempt to recover the funds. They mentioned conducting follow-ups every 10 business days and indicated that after the third follow-up, a violation report would be filed, typically prompting a response. Given that my negative balance was carried over to Citizens Bank and I have since arranged direct deposits to Citizens Bank to cover this discrepancy, I strongly believe that Citizens Bank should assume responsibility for resolving this matter. Respectfully, this matter has been ongoing since XXXX and has had severe consequences, including a negative remark on my credit report with XXXX, a loss of trust as a customer, and significant personal distress. I believe that if I had encountered a similar issue with XXXX XXXX, it would have been resolved swiftly through a reversal claim, allowing me to remake the payment promptly. However, Citizens Bank not only mishandled the situation inaccurately but also claims that a reversal would be challenging due to it being an authorized payment. They are refusing to expedite the resolution, even though my vehicle is under threat of repossession, which would hinder my ability to commute to work. I respectfully assert that Citizens Bank should take responsibility for crediting me and handling any further necessary actions independently, without requiring my involvement. The money has been lost, and it appears as if it has been mishandled or possibly even misappropriated, with Citizens Bank and XXXX continually pointing fingers at each other without reaching a resolution. Despite my efforts to rectify the situation, it remains unresolved, leaving me in a precarious position. Thank you for your attention to this matter. I look forward to a swift resolution and your assistance in holding Citizens Bank accountable for their mishandling of my payment and the subsequent investigation.
Company Response:
State: NY
Zip: 10701
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an interest only HELOC on my house. It is in second lien position. I have had a significant reduction in income this year. I made a payment on my past due balance in XX/XX/XXXX - attaching proof of payment to this complaint. Citizens Bank applied this amount to principal only, not the past due balance. I called to have them fix and they would not fix. I then made another payment on XX/XX/XXXX. and the same thing happened again. I have called multiple times regarding this issue- with no help. I just keep getting transferred to different depts. I want these two payments applied towards the past due balance. I have attached the payment schedule from Citizens bank as well as the current statement. These payments were applied to principle on XX/XX/XXXX and XX/XX/XXXX- they should have been applied to the past due balance. XX/XX/XXXX - {$400.00} XX/XX/XXXX - {$430.00}
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A