Date Received: 2023-05-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This bank has no way to stop automatic deposits I created. For this reason, I closed my account over a month ago. When I call, they say that my account is, in fact closed. They assured me that the automatic deposits would not be made and the funds would not be taken from my other account. They won't stop the automatic deposits, and the funds were taken from my other account ( as I told them over the phone I was concerned about ). They kept saying it would not happen, but it did. Now I have had a bounced check due to this on my other account and owe {$50.00} for a returned check fee. Refund the automatic deposits, reimburse my returned check fee, STOP TAKING MORE FUNDS OUT, and CLOSE MY ACCOUNT FOR GOOD.
Company Response:
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: During the Covid pandemic, loss of income had occurred and making payments were becoming difficult. On XX/XX/2023 I had changed banks and forgot that autopay was still occurring for my Citizens One Loan. After not realizing that a payment for XX/XX/2023 was never made, I quickly made a payment XX/XX/2023 soon as I found out. At this time Citizens had already flagged my account as 30 days past due late and my credit score had dropped over 100 points. This incident has been the only time I have been late on any payments. It was an honest mistake and now Im struggling to improve my score.
Company Response:
State: AZ
Zip: 86314
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The amount of {$490.00} was charged to my checking account on error - I contacted Citizens at the end of XX/XX/XXXX stating this and they refunded the amount. I received a letter from Citizens saying no further action was required then a month later the amount was withdrawn again. - This was for a car payment, when the amount was withdrawn a second time, the lease agreement had been satisfied and the car had been turned back in to the dealership. Citizens withdrew the funds after the car payment had been 100 % satisfied and turned back in to the dealer- so where did my {$490.00} go??? After multiple attempt via phone to resolve this issue I was told on each separate time someone from the claims department would be contacting me in 2-3 business days - this Never Once Happened- I never received a call from a representative. I have received 3 letters since asking for proof that the payment was made by other means - I have emailed XXXX 4 Times now will all the requested information - I HAVE NOT ONCE RECEIVED A RESPONSE. They are Fraudulently holding {$490.00} from my checking account. Were did the money go??? Again- the vehicle has been paid in full and returned to the dealership and the amount of {$490.00} was withdrawn again after this fact. The fact that not one representative from Citizens has responded to my complaint VIA phone and email is HIGHLY SUSPICIOUS!!!
Company Response:
State: MI
Zip: 48331
Submitted Via: Web
Date Sent: 2023-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had a checking account with this Citizen bank. The only ATM the bank offer is approx. 50 miles away from where I live, and there is no other ATM in 300 miles radius. I do not want to pay fee to withdraw money from other ATM. Also they do not service the only ATM here, so most of the time I drive 50 miles to learn the ATM is out of order. Also usually the paycheck that is paid by my employer does not show on Friday, Citizen credit the amount on next business day. I called the customer service line to close my account twice. They assured me the account will be closed and the balance will be mailed to my home address. However I never get that check, instead of check I have got this letter attached. They have the audacity to play with me. They never closed my account on time. Waited 2 months, added service charge to the account. Took my money that was supposed to come to my address as a check, made the account negative. After doing all this, they closed the account. I want my money back without shenanigans. I wish I have seen all XXXX reviews about this bank before opening an account there. Thanks.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX My XXXX auto pay draft always goes out on time!! Citizens Bank somehow told me I missed a payment and charged me a late fee. I wasnt late as it was their problem they didnt get a payment. I was told by a banker at XXXX there is a number that all financial call for routing?? They never seemed to call. If they charge {$9.00} late fee to one million customers they get XXXX XXXX dollars!! I think they need audited and fined like you guys did in 2015. They are trying to use a glitch to get revenue from customers. Also their account fees are high. I never got {$300.00} to start with my new account?? They wanted XXXX and I dont want an IRS audit on a big transfer!! Thanks!
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My name is XXXX XXXX XXXX. I live in XXXX, PA and I hold personal accounts at Citizens Bank. For ten weeks I have tried, unsuccessfully, to resolve transactions that were incorrectly debited from my XXXX Checking Account ending in XXXX. When I first called in I spoke with a customer service rep who was located in XXXX XXXX. After thirty minutes he stated he had submitted a fraud claim. Two weeks passed with no response from Citizens, so I decided to go into the XXXX XXXX and gave the XXXX a spreadsheet with seventy-four transactions incorrectly debited from my account. Ultimately the branch was unhelpful and turned me back to customer service. I was told that the branch and back office are two separate companies and that the branch didn't have time to deal with my issue. I was told two claims were filed for me. On XX/XX/XXXX I called in to customer service and discovered the claims filed were wrong. I was on the phone for over four hour. The customer service rep was aces. He went through every single one and stated that there is an issue, but he wasn't sure that it was necessarily fraud so he sent a notice for the fraud department to call me. Nobody from the fraud department has called me to this day. I received a provisional credit for one of the claims filed by XXXX. However during my conversation on XX/XX/XXXX I was told the claims did not contain the correct transactions. This was another reason I was told I had to speak to someone in the fraud department. On XX/XX/XXXX I spent over two hours on the phone with a customer service agent. She filed claims for the additional transactions that were never put into the initial claim, She also put a notice in for the claims department to reach out to me. There has several requests submitted for the claims department to call. However I still have NO call. Today a customer service rep told me to go to a branch and ask the branch to call their help desk on this matter. I went to the XXXX XXXX Branch and the associate told me she had nobody to call. I had asked her to notate my account that the newest claims were supposed to be filed with the original claim, since the transactions put in on Friday were technically passed the sixty day limit of Citizens Bank. She told me there was no sixty day limit. I was also unable to get a new debit card because she said their machine was down. She called another branch for a debit card, but their machine was down as well. She stated there was nothing more she could do for me. Between the claims and the subsequent overdraft fees that would be returned to me, I am out over {$6000.00}. I have bounced credit card payments and my mortgage payment. I have no groceries, negative hits to my credit report for missed payments, and a soon to be ex-wife who thinks I am trying to hide money from her. I need my money returned to my account yesterday. I feel like a can being kicked down the street. This is no way to treat a customer. XXXX, when I spoke to XXXX earlier today she stated that she would be following up with the claims department, and then she would get back to review the findings. She went as far as asking if she could leave a voicemail. I called XXXX this afternoon, but gother voicemail. I then called into the XXXX Customer Service Line and the representative told me that letters were sent out today stating that my three claims were not fraudulent and my claims were all DENIED. Now this is a major problem. I just spent ten weeks speaking to over twenty different representatives. I spent several hours on XX/XX/2023 with one representative who stated he had worked for Citizens for several years. That representative stated my transactions were not correct, but was not sure it was fraud. He thought it was possibly an issue with XXXX. How is my initial claim from XX/XX/2023 still open, but the XXXX claims I just had filed this past Friday have all been closed?? I have stated several times I am not sure if they are fraud. I just got off a call with XXXX. I stated again that there is an issue here. If I download these transactions from online banking they are only listed as " DDA DEBIT ''. In my XXXX statement, these transactions are NOT listed in the " ATM/Purchases '' section, they are listed in the " Other Withdrawals & Debits '' Section. XXXX said she would reach out tomorrow to the claims department and see if they could provide any documentation to validate the transactions and she said she will have them go through my statement transaction by transaction ... ... ... ... ... ... ... ... ... ... ... .I am sorry, but isn't this what a Provisional Credit is used for? Credit given while the bank conducts an investigation. However they deny my claims and then are now going to conduct a thorough investigation? I would like to be provided with the documentation the Claims Department used to deny my claims. I can not believe that after ten weeks of countless hours that Citizens Bank has decided to close my claims, not provide me with a provisional credit, and now will go through my bank statements. Nobody called to ask me about a single transaction in those claims. Every time I called I gave specific transactions as examples to help validate my claim. Two of those examples are below. ] Attached are three invoices for XXXX XXXX XXXX XXXX. XXXX of the transactions in question is in the amount of {$10.00}. In the " ATM/Purchases '' section of the statement I am charged {$10.00} from XXXX. However I am also charged {$10.00} in the " Other Withdrawals & Debits '' Section. The three invoices I have attached are from XXXX XXXX, XXXX XXXX and XX/XX/XXXX. I had canceled my service for the month of XXXX for financial reasons. Attached are the Screen prints from my XXXX XXXX Accounts Transaction History. You will not see a charge in the amount of {$250.00}. However listed in the " Other WIthdrawals & Debits '' Section you will find a charge from XXXX in the amount {$250.00}. I received a phone call at XXXX from my friend that XXXX had debited her account for {$200.00}, because Citizens Bank said I disputed the charge. Her husband, a retired SEAL, gave me until the end of the day, or he was coming to see me. I did NOT dispute this charge. I also received an email from my Executive VIP Host at XXXX. She also stated that Citizens Bank said I disputed charges. She was still awaiting the dollar amount. I did not dispute charges to XXXX These payments need to be immediately returned to these two accounts. They were never included in the claim that I filed with Citizens. Furthermore I was informed on Tuesday that my claims had been denied. I also need to know what other payments have been charged back to my account in case there are more of these mistakes. How can Citizens deny my claims, but still process chargebacks for my account? Especially these charges that were never included in my claim. XXXX, on XX/XX/2023, you responded to my email and said that someone from the Office of the Chairman would be in touch regarding my issue. Ultimately my claim was incorrectly denied by CItizens. As you know XXXX was supposed to get back to me with the documentation from the claims department. I also provided you with documentation regarding the transactions in question. Not one person responded to me on Wednesday. Yesterday, at XXXX, I received a phone call from XXXX XXXX It was one of the most inconsiderate calls that I have received in my life. When I answered she responded twice with, " This call is being recorded. This call is recorded. ". That was very off putting. She stated the following ... ... ... ... ..... When my account was placed into a " Credits Only '' status on XX/XX/2023 until XX/XX/2023. The transactions I made during that period with my debit card were pending until the status was removed from my account. I asked her how that would even be possible since a debit card doesn't work when an account is placed into a " Credits Only '' status. Her response was, " Oh no the debit card is a separate account and it would still work. ". Wow! When I asked for the documentation used to invalidate claims and support what she was stating, she said she could not because they private internal documents. I said to XXXX that under the Federal Reserve 's Reg. E. I am entitled to those documents. Her response basically was that's not true and she never heard that before now. WOW! She then asked for me to provide her with all of these documents and then she would conduct an investigation?? When I asked if a new claim was going to be opened, she said " No. There doesn't need to be one. ''? During the entire call her demeanor was condescending and basically accusatory. She brushed off anything I had to say. She said my account should have never been reopened when shuttered in XXXX. When I stated that the previous Customer Service Reps were the ones to call these transactions bank error. She said they will be coached?? My account was placed into a " credits only '' status in XXXX because Citizens Bank mistook me for my XXXX. Apparently he had accounts years ago that were bad. I was not born a XXXX, and this happens more than one would think. The last time I saw that man was the day he left our family in the wind 18 years ago. I have an XXXX, XXXX XXXX XXXX, from XXXX XXXX 's University. I worked in XXXX 's retail division for four years before leaving to start my own business. I hold memberships with XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and so on. For Citizens Bank to treat me like l am a 3rd rate citizen is appalling. The money taken from the above accounts needs to go back to those accounts. I, myself, at the very least need a new claim opened and a provisional credit in my account today. I need to hear from someone at Citizens Bank, other than XXXX, before XXXX XXXX today. I have been kicked down the street for almost ten weeks. Enough alread
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened an account with Citizens and set up a recurring monthly transfer of {$10.00} from an external bank into Citizens to avoid the service fee. I then was never allowed to log into their website ever again, they said that I'm not permitted to see my account. I went to a branch and spoke to a teller to close my account, and withdrew all my money as cash and received a receipt for account closure. The teller told me that my account was closed. Next month they still withdrew {$10.00} from my external bank account. I called customer service and was told that the account was never closed, and that they'd do it then. I received another document in the mail saying that my account was closed along with a check. When I try to log into the website, they say that my account is closed and I'm still not allowed to see anything, so I can't stop the recurring transfer. Citizens just withdrew another {$10.00} from my external bank account. This was not planned for, and caused me to overdraft. I need the CFPB to help me force Citizens Bank to close my account and stop trying to take my money.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Citizens Bank is using my email address XXXX for another customer also named XXXX XXXX. I made them aware on XX/XX/2023, but I am still receiving this customer 's banking details as of yesterday, XX/XX/2023. I am also receiving emails for some of his other accounts. Per XXXX, XXXX and XXXX are both mine. The period does not matter.
Company Response:
State: NJ
Zip: 08075
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I noticed an error in my credit report. I notified the credit card company ( Citizens Bank ) via phone call. I asked them why they reported a late payment on my account. The operator stated there was no late payment on record. However, it shows up on my credit report. I was then passed on to another person at another department who tried to tell me that instead of using my current account to pay my bill, I was using a different account that was not valid. ( This statement is not true ). Also That an attempt to collect payment was not successful and the transaction was reversed. Therefore after being called by their collections office, that is when the payment was completed and that constitutes a late payment. ( This statement not being true ) I attempted to set up autopay that would not work and had to call Citizens to set it up because it was obvious that the website has technical issues. ( This was another technical issue besides the payment process ) According to the Fair Credit Reporting Act Mistakes must be removed according to FCRA rules. The agent stated that no LATE PAYMENT was on my file. Yet they reported a LATE PAYMENT to the credit bureaus and refused to remove the statement made to the CRA even though it is not in my file that I have a late payment issue.
Company Response:
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I received a letter from the company confirming if I had changed the address on my credit card. I did not. Someone was apparently using my card. I contacted the bank and they informed me that I had to go to the bench to be verified in person. I learned that the perpetrator called in to their customer service and convinced them that she was me and chandlers the address, e-mail and phone number. Also changed online log in information and proceeded to use my card, which was a XXXX balance for months before this. This all happened in no of XXXX, early XXXX. I went to the branch XX/XX/XXXX and with the help of the branch personal, filed a claim over the phone with the fraud department. Prior to that the bridge person had been in contact with the credit card department Customer Service via chat, and had given them my information so that they could correct it, including phone number address and email. I was told it could take up to two billing cycles to fix. I was also told that they couldnt remove it from my credit report. I waited patiently through two billing cycles, and then had to make another appointment to find out what was going on. Apparently nothing was going on and the information wasnt saved in the system so the account still showed the perpetrators information instead. All I could get was a claim number that would show that I was getting my phone call escalated to a member of management and I would get a call within five business days. This appointment happened Friday, XX/XX/XXXX. I had to make another appointment to find out why I didnt get a phone call and I went in today, XX/XX/XXXX. The branch person got the credit card fraud department on the phone and they told me that the original claim was declined but because the address didnt get change I didnt get the ladder so I had been waiting for nothing the claim number I received play just a number that told me I was getting a phone call from a member of management and they did not start a new claim on me yet, so I have no idea why this wasnt processed in the Beginning. I had gone into the bridge timely in the very beginning when charges were still pending and now this Kriminal has gotten over {$5000.00} of money and merchandise. I have been getting collection calls and my credit report has been affected. I want this resolved immediately and I want my credit restored.
Company Response:
State: MI
Zip: 48346
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A