Date Received: 2023-05-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XXXX of XXXX I received a mailer from Citizens bank offering a new account bonus of {$300.00} if you opened a new checking account and had direct deposit of {$500.00} go into that account during the eligibility period. I followed the link I received to open this account in XXXX and set up direct deposit for the account. No where on the link to open this account did it ask for a code or say a code was needed, just said follow the link and open up a new account and your eligible, which is exactly what I did. After setting up the direct deposit and meeting the minimum {$500.00} direct deposit requirement I called to see when I would get the bonus. They said it was based on when the account was opened and looked it up and told me I would get it at end of XXXX of XXXX. I checked back a few times via phone calls and through their chat online to see if everything was in place for the bonus and was told everything was good. I waited until XXXX and called again to see when it might come in and she told me to expect it by XX/XX/XXXX as that was the last banking day of the month. XX/XX/XXXX came and went and no deposit. I got on chat that day and said it wasn't there, the chat agent told me they have until XXXX XXXX for their banking day and it still would come in. Next day I checked and still no deposit into the account. I called again on XX/XX/XXXX spoke to a XXXX and was asked for my code. I said what code I followed the link on your site and set it up just like I was told to. He said a code wasn't attached, I then told him that then their site didn't attach it because I followed the link exactly and that I did everything I was supposed to this error was on their end. I even told him I had spoken to several people at the bank before this and all told me it looked good, no one told me a code was missing. He then put me on hold for a bit and said he found a code and I was all set and that someone would call me back on Wednesday XX/XX/XXXX on when I would receive the {$300.00} welcome bonus. I waited all day on Wednesday XX/XX/XXXX for someone to call me and they didn't. I decided to wait and see if the bonus showed up in my account on XX/XX/XXXX. It did not show up so I got on the chat and spoke to a representative who said they were behind could I give it another day for someone to call me, I agreed to do this. On XX/XX/XXXX I still had not received a call of the bonus welcome in my account and I called again myself. At this time the agent told me I didn't qualify for the bonus the code was invalid. I preceeded to tell him their employee gave me the code and he just said sorry nothing he can do. I told him I did everything I was supposed to do and they even gave me a code and now its no good. It was a complete scam. First I follow their own link for the promotion, do everything I am supposed to do to get it, call several times to be told it is all good will get it, then the time to get it comes and I am told no. I am entitled to this welcome bonus of {$300.00}, it is false advertising and getting people to sign up for accounts and then they do not pay the bonus.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have a fraudulent account on my credit report, which I reported it to XXXX/ CITIZENS, yet XXXX/ CITIZENS is not removing this fraudulent account. XXXX CITIZENS has no right to refuse to remove this fraudulent account because I am a victim of identity theft and I have filed a valid police report. According to FCRA 605B ( 15 U.S.C. 1681C-2 ) consumer reporting agencies and creditor shall block the reporting of any information resulting from identity theft no later than 4 business days after date of receipt, yet XXXX/ CITIZENS has refused to do this. The following is the fraudulent account : XXXX/ CITIZENS/ XXXX which was opened at an address where I have never lived at and it has nothing to do with me.
Company Response:
State: CA
Zip: 91605
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Hi my name is XXXX XXXX .I got a call from Citizen Bank saying that if you were the one who withdrew {$80.00} and {$200.00} from an ATM machine at XXXX XXXX XXXX MA XXXX. I replied saying no that was not me and mentioning to them that it must have been a fake card because mine was in my wallet at that time. They asked me to file a fraud claim and said that they would send me a new card, so I filed a claim three times and they only refund {$80.00} not the other {$200.00} and they said that the other {$200.00} was me although I told them that it was not me when called. I tried to call them multiple times but they would not cooperate with me. This is my claim number XXXX The company is Citizen Bank . Thank you
Company Response:
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My husband died on XX/XX/XXXX. On XX/XX/XXXX, Citizens Bank withdrew his XX/XX/XXXX Social Security payment, which was his benefit for the month of XX/XX/XXXX. Apparently, this is common bank practice, but it is wrong. The banks should know that Social Security is always paid for the previous month, not the current month. I had to spend an hour on the phone with Social Security and needed to complete a form to get the money back. However, it will take 2-3 months for that to happen. I have a pension and can get by for a few months without this money. However, if a person relies totally on Social Security and this happens to them, after losing his/her spouse, it would create a terrible hardship for them.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Citizens bank na sent me a letter that I owe them XXXX I have never had them and to assume that it is mine is illegal without verification
Company Response:
State: CA
Zip: 93291
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: The loan was issued by Citizens one bank, with no payment restrictions. When attempting to make the monthly payments on the first of the month, not after the statement is issued, the bank applied the entire amount to the principal, and when the statement arrived it said that there had not been a payment for the month, charged extra interest, and a late fee. When contacting the bank, they service manager said that it was not allowed to make payments before the statement had arrived. This is just not true. A an attempt to manipulate customers into believing they have no choice but to pay the loan off while the bank makes the maximum amount of interest per month. When calculating the fixed interest rate ( 2.16 % ) and balance of the loan, it is inaccurate and excessive. The incident was XX/XX/XXXX, payment of {$810.00}, all of which went to principal. Then a statement was received with a payment of {$810.00} on XXXX XXXX, with an interest of {$55.00}, principal of $ XXXXon the balance of {$28000.00}. Using a loan calculator, and a balance of {$28000.00}, the interest is {$51.00} and {$760.00} goes to principal. This is just one discrepancy. It is monthly, with interest charges greater then the rate. Over the course of 2 years this has cost hundreds dollars. And over the life of the loan will be in the thousands. This discrepancy of interest to balance has been going on for the life of the loan. I have made a payment this month for the monthly installment of {$810.00}, as of XX/XX/2023. This will be the test to see if this bank continues to refuse payments early for the monthly loan installment, not just towards principal. This was acceptable in the contract of the loan.
Company Response:
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX there were multiple charges from XXXX {$570.00}, {$570.00}, {$69.00}, {$69.00}, and {$30.00} which led to 3 overdraft fees in the amount of {$170.00} for my account going into negative balance. On XX/XX/XXXX I made claim number XXXX which I received a letter a week later saying, " no fraud committed ''. I have not received a reason for this or a call back. I went to the branch, in person on XX/XX/XXXX and made another claim ( which they said would be expedited and I would get a call back within 48 hours from claims department. Today, XX/XX/XXXX, I still have not been refunded my money and in addition, my cancelled debit card was charged yesterday {$30.00} from XXXX ( and bank is telling me that if charges were approved on XX/XX/XXXX then XXXX can continue to make charges despite my debit card being closed ). I have gone over 3 weeks without over {$2000.00} in charges and fees which is causing extreme financial distress and as of today, bank is just saying they will " refile the claim again ''. This will be the 3rd time and I really need assistance.
Company Response:
State: NY
Zip: 10705
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/XXXX I noticed my credit XXXX score update from XXXX was XXXX on my XXXX app. The reason given was " Serious delinquency '' and " Time since delinquency is too recent of unknown ''. I downloaded XXXX XXXX to investigate more and found an unauthorized account and personal line of credit opened on XX/XX/XXXX with Citizens Bank of {$5100.00} with a balance of {$4000.00}. The balance has not recieved payment since XXXX. Since then I have froze my credit reports with all 3 credit bureaus ( XXXX, XXXX, and XXXX ). I will be reaching out to Citizens Bank, filing a police report, and contacting XXXX to dispute.
Company Response:
State: GA
Zip: 31525
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made an online payment to my credit card company XXXX on Fri XX/XX/XXXX for the minimum amount due. The payment was processed to be deposited from my checking account number with Citizens bank for the amount of roughly {$180.00}. When I checked my Citizens bank account today XXXX had charged my bank {$5600.00} to pay off my full credit card which caused my bank to overdraw my account by {$3900.00}. I called Citizens bank and they advised they approved the payment even though it overdrafted my account. I asked them to send the payment back as insufficient funds as I did not authorize a payment to be charged to my account for that much. Citizens advised they can not as the bank approved the transaction. The only way to get my funds back is to file a claim. I placed a claim with them and they advised it will take 12-14 business days to resolve if it can be resolved. Which is absolutely ridiculous. That means I have no money for nearly 3 weeks time. I have bills to pay and bills that are set to come out of my account automatically and I will get charged fees for them bouncing back or late fees as the bank says my account is negative in the meantime. So I called XXXX and begged them to reverse the charge. XXXX advised they can credit back to my account the difference between what was charged and what the amount was supposed to be. Which will bring my checking account with Citizens back to positive but it will take 1-2 business days. I called Citizens bank back and they advised if XXXX does that then Citizens bank will charge me an overdraft fee for every transaction that occurs in the in between. Citizens bank should not be authorizing payments that overdraw someones account over {$3900.00}. I did not authorize that payment and would not overdraw my account by an egregious amount. Meanwhile Citizens bank is going to punish me and charge over 13 {$35.00} overdraft fees because I had XXXX fix the problem.
Company Response:
State: NY
Zip: 14094
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was scammed into sending funds via my Citizens mobile banking XXXX app to another user who was supposed to buying a {$50.00} dress from me on XX/XX/XXXX. Started harassing me via phone and email and sending me emails impersonating XXXX and explaining that my account needed to be upgraded to business etc etc and scammed me into sending additional funds via Citizens banking app for XXXX user. After realizing what happened- additional funds were being taken from my debit card /checking account. Citizens bank wrongfully did not close my account when it happened, which caused further debits on my account. Citizens also did not know they needed to file my online claims- instead directed me to file through XXXX XXXX Weeks later after finally getting in contact with XXXX they explained no in fact citizens should file themselves and reimburse funds. I believe the total amount of money is around $ XXXX {$1500.00}. There was a fraudulent charge on XX/XX/XXXX on my same account for a hotel in my area that I have never ever been to- and I have tried explaining that to the bank as well- and they have yet to credit me any of my funds back. I have had to RE FILE the claims multiple times due to the lack of understanding and appropriate action taken by the citizens bank claims department employees. I have been told that my problem would be escalated and Id receive a call 24 hours later, to not receive a call for weeks- for me to have to call yet again to follow up about this matter. I immediately filed a police report in my local township and have been working with the detective on this. I have attached some relevant screen grabs from the incident.
Company Response:
State: NJ
Zip: 08619
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A