Date Received: 2023-12-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I was locked out of my account due to their faulty online system. It doesnt offer a way to reset a password without calling and I am unable to make phone calls due to a medical condition. They dont offer email, text or chat contact options so I had to file a complaint with the XXXX just to get a response. For weeks they kept sending me protected emails with no way to open and read them. XXXX finally emailed me directly and told me to go to a branch in person, send a written letter with the account number on it or write a check to bring the balance to XXXX. The closest branch to me is XXXX miles away. Since I cant access my account I cant get the account number, balance or order checks. I simply want my account closed and they are refusing to honor this request or give me a means to do so that I can accommodate.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: Individual opened an account online in my name.At Citizen bank on XXXX XXXX XXXX. Initial depost of XXXX, I was not notified of this account until XX/XX/ due to the fact that it had become overdrawn
Company Response:
State: OH
Zip: 44077
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Transferred $ XXXX from a personal checking account at a financial institution ( XXXX XXXX ) to a savings account at Citizens Access Bank on XX/XX/2023. Money debited from personal checking account at XXXX XXXX on XX/XX/2023 and listed in " account balance '' of savings account at Citizens Access Bank on XX/XX/2023. On XX/XX/2023, tried to move {$50000.00} from the online version and Citizens Access Bank XXXX app to checking account at XXXX XXXX for downpayment on a large purchase. Unable to move the money as it is not available to be transferred ; tried calling Citizens Access Bank to ask about issues ; told by multiple customer representatives there is a 5-business day hold on it due to security concerns. Was asked to review the Deposit Account Agreement by a customer service representative and found the following condition : Five-Day Availability : Funds credited to your account as a result of XXXX debits originated by you with us will generally be made available on the 5th Business Day after the Business Day of your deposit. Asked for an exception as the policy states " generally '' availabe but told it was not possible.
Company Response:
State: IL
Zip: 60089
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX, XXXX sent an email notifying me of a hard inquiry on my credit report from Citizens Bank. I called Citizens Bank immediately to notify them that I did not authorize the inquiry. They told me they had no record of the inquiry. I then logged into my XXXX account to dispute the inquiry. On XX/XX/XXXX, I was notified that they ruled that the inquiry was valid. I called them today ( XX/XX/XXXX ) and they told me I needed file a clain with the FTC and submit documentation to them for the inquiry to be removed.
Company Response:
State: PA
Zip: 19002
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I have been in a dispute with Citizens Bank of Citizens Financial Group since XX/XX/2023. It began when insurances were being wrongfully placed upon my mortgage with the origination date and amount of the mortgage also being incorrect. They would send a letter implementing the insurance, I would call about the error then receive a letter that it had been corrected however the origination date and loan amount would remain incorrect. After having this issue, multiple times, and wasting countless hours, trying to explain that there was an error in my account. I stopped payment on my mortgage to get attention raised for this issue they seemed to work for a short time, and I was told the issue would be looked into. I have asked for an itemized list of all payments made, and where it was applied to my interest in principal, and I have yet to get any response I want to ensure my payments were properly applied to my account and that the balance owed is accurate. I placed multiple phone calls to the office of the chairman at Citizens where I left voicemails that were never responded to. The last successful attempt I made to contact them I was told they would not speak directly to me since I had contacted legal counsel on this matter. Now I am locked out of my online portal. Can not get anyone to return my phone calls and XXXX facing foreclosure.
Company Response:
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My Complaint involves Citizen 's Bank and XXXX XXXX. Citizen 's Bank reported a false account on my credit report, a revolving account for {$88.00} a month which I never agreed to. I immediately called the company on numerous occasions advising that I never agreed to this, I asked for a copy of any contract that they have to see if there are fake signatures or find out why they think I have obligated myself to pay this and they said they do not have one, and advised me to contact XXXX. I contacted XXXX to complain and ask for any contract or proof and they too said they do not have this information, to contact Citizen 's Bank. I then demanded that any accounts I tried to have with XXXX be canceled because I never agreed to this and to remove from my credit report. Instead they continued to report to the credit bureaus, reporting late payments that I never agreed to, thus lowering my score. I have disputed with the bureaus with results that it was " Verified. '' How can this be verified with no proof, no contract. I do now owe this debt, I do not know the terms of this debt, no APR, nothing other than the fact that they want me to pay {$88.00} per month for a XXXX vacation package that I tried to sign up for, which based on what was represented to me by XXXX would have cost me {$17.00} per month. I have no idea where this {$88.00} per month materialized from. I NEVER AGREED TO PAY THAT TO CITIZENS BANK OR XXXX. I sent both companies cease and desists letters.
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/2023 through the XXXX website I ordered the XXXX all access product. Which allows you to pay for an XXXX through a monthly payment. This the link XXXX XXXX XXXX XXXX? XXXX & XXXX & XXXX & XXXX & XXXX XXXX XXXX The credit agreement was set up by Citizen Bank through XXXX XXXX. I was unaware the ay they set it up it is by XXXX XXXX, the XXXX hardware and the XXXX. This is not the way its been sold to on the webite. It says its an all inclusive payment. The product became defective and on XX/XX/2023 returned the product back to the XXXX store. XXXX did not inform Citizens Pay that the XXXX had been returned and they started chasing me for money. I contacted XXXX XXXX chat and phone, 3 way calls with XXXX XXXX to confirm the return had happened. Now, XXXX did not do their part. I spent hours of my time being passed from department to department, cold transfers having to explain the issue over and over again. Nobody in your company could help so I did your job and sent Citizens pay an email of my return. I thought this matter was resolved. However they called me again on Tuesday XXXX XXXX to tell me I still owe {$380.00} for the game pass. I again explained the situation and again I contacted XXXX and again was passed from department to department. I was then told my case had been escalated and I would get a call back within 24-48 hours. Did it happen? No. XXXX XXXX I called XXXX XXXX and asked if my account had been cleared. They said no and I still owe {$380.00} to them. So again I spent another 2 hours of my time being passed around and nobody could help. I then went in the XXXX XXXX in XXXX and asked for help. Guess what? No help, instead they took my phone and called the contact center and asked me to speak to them. Then guess what another 40 mins being passed around. I got an agent and we did a three way call with Citizen pay again and guess what he put us both on hold for 45 mins and never came back. Citizen pay told me that my credit rating will be affected if the matter isnt resolved or payment made to them. They are you making my life so difficult and causing me so much stress and anxiety I will have no choice to pay {$80.00} to them to cover the late payment so my credit isnt impacted. I am disgusted by the level of service from XXXX and I pay for a total tech membership. I need this matter resolved immediately. 1. citizen pay need to be contacted and my account with them closed and the money I had to pay to them refunded 2. XXXX staff need to be trained on this product and customer service both instore and via the contact center. 3. I want credit for the purchase of the total tech membership as this level of service is not acceptable even for a non-paying customer. 4. I want compensation for my time, stress and XXXX of {$1000.00} minimum via a gift card for this. I am furious, upset and disgusted by XXXX. On the the website the FAQs state : What happens to my XXXX XXXX XXXX XXXX membership if I return my XXXXXXXX XXXX XXXX purchase? A : If you redeemed the XXXXXXXX XXXX XXXX XXXX XXXX membership prior to returning youXXXX XXXX XXXX XXXX XXXX XXXX the XXXX of XXXX XXXX XXXX XXXX will be removed from your account at time of return.
Company Response:
State: CA
Zip: 94566
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This morning I had {$7600.00} in my checking account at Citizens. At some point today, Citizens took {$5400.00} out of my available balance and put it as " pending ''. My account now has an available balance of {$2200.00} instead of {$7600.00}. I did not authorize this action by the bank.
Company Response:
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I received a letter from Citizens bank that they owe me XXXX and to contact a number provided I called the number and I can not get a hold of anyone as it will only help people with an account number. As this is a disbursement of a loan from 2019 I no longer have an account number. I have tried to contact them and it's impossible to recive my money from Citizens bank.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In early XX/XX/XXXX, I contacted Citizens Bank with my new property tax amounts. Since they increased alot, they said they needed to perform an assessment and to wait for a notice that would tell me my new payment amount and the date it would be in effect. I received that on XX/XX/XXXX, {$3200.00} beginning XX/XX/XXXX. On XX/XX/XXXX, I received a past due notice for {$6500.00} due by XX/XX/XXXX! They said it was because I had not made my XXXX payment ; which I did make {$2700.00} on XX/XX/XXXX just like ever month before that. They said the amount due in XXXX was {$3200.00}, so I still owed {$550.00} and {$120.00} late fee AND they reported me to the credit bureau, ruining my perfect payment history. I have a credit score over 800 because I manage my payments well. They claim they will remove the {$120.00} late fee and the credit bureau report, but considering past performance, that won't happen. But they still want the {$550.00} by XXXX, which means I have return presents that are already wrapped under my grandkids tree! This company does stuff like this all the time. Their practices need to be scrutinized and prosecuted. Please help!
Company Response:
State: MT
Zip: 59901
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A