Date Received: 2023-05-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX, I reported a number of fraudulent withdrawals from my Citizens Bank accounts ( checking and savings ). When I received confirmation letters from the fraud division, three claims were missing. I called and re-reported these claims in XX/XX/XXXX. Most of the claims, all of which were ACH, were repaid, but the bank denied two claims ( a check on XX/XX/XXXX in the amount of {$1000.00} and on XX/XX/XXXX in the amount of {$300.00}, both of which were clearly fraudulent ). They claimed that the denials were because my reported claims were untimely, but they repaid some older claims. And the first time I reported the claims on XX/XX/XXXX, the XXXX was was within 60 days and the XXXX was just outside of it. If you looked at the checked ( one written by and to XXXX XXXX and one by and to XXXX XXXX with my name nowhere on them ), they are clearly fraudulent. The bank failed to use even a modicum of proper care, good faith, and due diligence in care of my accounts. Even more, I have spent many hours on the phone with representatives of the bank and the fraud division and have been given conflicting and false information. One person at the fraud division on or about XX/XX/XXXX told me that I had to call the branch for the denied claim. I called the branch and the person I talked to told me they have nothing to do with fraud claims, and he believed the person just wanted to get me off the line. I have been a customer for decades. Even with low expectations for a commercial bank, I'm disappointed.
Company Response:
State: PA
Zip: 19119
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened the account through a promotion in XX/XX/2023 that promised to award XXXX dollars signup bonus and XXXX more for deposits. I satisfied all requirements within 2 months, and haven't received the bonus. The one deposit checking account pages stipulates no minimum balance requirement so I assumed I do not need to keep any specific balance. The bank agent said the bonus will be awarded before XX/XX/2023 yet I never received it and my account was closed recently without any notification or warning while I am still using it to receive money. I was put on hold for more than 1 hour by multiple phone agents without any resolution and my bonus now can not be awarded due to a closed account. One agent said this might be caused by my balance being XXXX for a while before he put me on hold indefinitely again. All requirements were satisfied before the bank closed my account and the bank advertised no minimum balance requirement right under the open account button on their checking account home page XXXX XXXX XXXX. This seems like a scam to stretch signup bonus payment to more than 4 months and close the customer 's account right before the customer gets the signup bonus.
Company Response:
State: FL
Zip: 32608
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Citizens online bank advertises a savings account rate of 4.5 %. When I applied to open an account, I got an error message saying they weren't able to process my application and to try again the next business day. I did and received the same message and it gave a phone number. I called them and was told they couldn't open an account for me and would not give me any reason why. It's not clear to me what their end game is, but it feels fraudulent.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My mother recently voluntarily surrendered her drivers license and now needs to apply for a XXXX ID. I contacted the XXXX XXXX XXXX XXXX Citizens Bank regarding the hours when there is access to safe deposit boxes, to retrieve items needed for my mother to apply for her Real ID. My mother and I are both listed on the safe deposit box for access and signatures. I was told that the XXXX XXXX XXXX discontinued having safe deposit boxes in XXXX, and the contents of the box had been sent to Citizens in XXXX. My mother received no notification that this was the case. My mother had moved in XXXX ; however she also has an IRA with Citizens Brokerage. Her representative for this account is also based in the XXXX XXXX XXXX. My mother visits the branch typically once per year to make an IRA withdrawal. Citizens XXXX is very aware of her current address and contact info. My name and contact info was also listed on the safe deposit account. I have not moved and received no notification of the boxes being discontinued. When I met with a representative on XX/XX/XXXX at the Branch she mentioned that two previous customers has also received no notification of the safe deposit boxes closing. She said retrieving the contents would take approximately thirty business days. I requested that this be expedited since my mother has an appointment with the XXXX on XX/XX/XXXX to get her Real ID. The representative has since confirmed that this can be expedited. Ironically my mother can not set up another safe deposit box until she has her Real ID. Yesterday I received a phone call from the same representative requesting a signed letter from me stating the safe deposit box number, its location, and where I want the contents to be delivered. The letter should also release Citizens from any liability above their {$1500.00}. Insurance limit. I have since written this letter, but why was this requirement not mentioned when I met with her last Friday? Why does Citizens not have a form available that can be filled out to help expedite the process? The closure of these safe deposit boxes has not been handled well by Citizens on several levels, first and foremost by not providing notification to owners of the boxes closing. Alumni associations and similar are very capable of locating people when they have moved ; it appears Citizens did not make a concerted effort to contact either my mother or me.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In XX/XX/2023, I opened checking accounts at Citizens Bank and chose the option not to allow overdraft fees and to decline debit card purchases if funds are not available. In XX/XX/2023, Citizens Bank put holds on my debit card purchases and overdraft my checking account in the negative balance of - {$67.00} and my other checking account has a negative balance of - {$49.00}. Citizens Bank is allowing my bank account to overdraft to steal money from me when my accounts are opted out of overdraft protection.
Company Response:
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I was a XXXX customer. Since I became a Citizens Bank customer I have not been able to access my new account. I have not received a debit card and I am not able to open an online account. Since XX/XX/2022 I have been trying through numerous phone calls to remedy the problem. The post office in XXXX or XXXX does not function well. I want the bank to send me a debit card via XXXX XXXX envelope. I am willing to pay for the freight charges. They refuse to do so.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Reopening of Closed Checking Account WITHOUT Consent - Citizens Bank case # XXXX I am writing to file a formal complaint against Citizens Financial Group/Citizens Bank regarding a severe incident of unauthorized transaction and the subsequent reopening of my closed checking account without my consent. I believe that the actions taken by Citizens Bank in this matter constitute criminal activity and require a thorough investigation to ensure justice and protection of consumer rights. On XX/XX/2023, I initiated the closure of my checking account in good standing with Citizens Bank by phone with an associate XXXX XXXX XXXX XXXX XXXX following the bank 's specified procedures and providing all necessary documentation to facilitate a smooth closure. The associate I spoke with to close my account assured me that the account was closed as of the date and time of the request and that all services and transactions associated with the account had been terminated. However, to my absolute disbelief, I recently on XX/XX/2023 discovered an unauthorized transaction on my previously closed account. Citizens Bank, without my knowledge, consent, or notification, initiated this transaction, subsequently reopening my closed account. This unauthorized activity not only demonstrates a blatant violation of my trust as a customer but also suggests serious misconduct on the part of Citizens Bank. I firmly believe that these actions are illegal and unjust. The unauthorized transaction not only compromises the security and integrity of my account but also exposes me to potential financial loss and identity theft. Moreover, the forced reopening of my closed account without my consent further undermines my right to control my financial affairs. In light of these grave concerns, I urge the Consumer Financial Protection Bureau to conduct a thorough investigation into the practices and actions of Citizens Bank in this matter. I request that the investigation specifically focuses on the following : XXXX. Unauthorized Transaction : determine how Citizens Bank was legally able to process an UNAUTHORIZED transaction on a closed account and identify the responsible parties involved in initiating this UNAUTHORIZED transaction. XXXX. Reopening of Closed Account : Investigate the process by which Citizens Bank force reopened my closed account without obtaining my consent or providing any notification or approval. XXXX. Consumer Protection : Assess the measures taken by Citizens Bank to safeguard customer accounts, ensure compliance with relevant regulations, and prevent unauthorized transactions or forced reopening of closed accounts. I request that the Consumer Financial Protection Bureau take appropriate actions against Citizens Bank. These actions should include, but not be limited to, imposing penalties, sanctions, and corrective measures to rectify the harm caused to myself and potentially other consumers and to prevent the recurrence of such incidents in the future. Enclosed with this complaint are relevant documents, including screenshots of account closure confirmation, evidence of the unauthorized transaction, and any other supporting materials necessary for your investigation. I trust that the Consumer Financial Protection Bureau will handle this matter with the utmost seriousness and diligence it deserves, and I look forward to a swift resolution and the appropriate actions being taken to rectify this unfortunate situation. Thank you for your attention to this matter and for your commitment to safeguarding consumer rights. Sincerely, XXXX XXXX
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I submitted a transfer to my external bank on XX/XX/11. I was told it would take 3 business days. To date, the transfer has not been processed. It has been 4 days...
Company Response:
State: NJ
Zip: 07666
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Received phone call from Citizens Pay debt collection to collect a remaining balance of {$150.00}. When asked how is this when we paid off the balance of {$2700.00} in XX/XX/2022 the representative did not have supporting documentation to explain the {$150.00}! We were transferred to customer service to further investigate. Customer service agent called XXXX on a 3 way call. XXXX representative couldnt find supporting documents to explain the additional charge! XXXX was paid in full in XX/XX/2022 and should have been closed after 90 days!
Company Response:
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX the manager at citizens bank keeps lying and not answering questions regarding promotion of {$400.00} for opening account I was told XX/XX/XXXX was when the deposit will happen and she said different date which is a lie. Cause websites says XX/XX/XXXX and she will not show me the info she is providing
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A