Date Received: 2023-04-11
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a {$600.00} offer in the mail if I opened a new checking and savings account with Citizens Bank. The savings account offer was worth {$300.00} if I made one {$200.00} deposit each month for the next 3 months. When I signed up for the account on XX/XX/XXXX I was told I could make the {$200.00} deposit online when I got home, and that would count as the first of three deposits. I did this and then subsequently made the other deposits in XXXX and XX/XX/XXXX. I did not receive my savings account bonus for a few months and had already received my checking account bonus. I went into the branch multiple times and each time they said it would come the next month. In XXXX, after a few months of stating I was no longer interested in waiting, I filed a complain in-person in the branch stating that I never got my savings account bonus. I was told I would receive an update on the complaint in XXXX weeks. At the end of XXXX, I came into the branch asking for an update on the complaint. I was informed the bank had called me and told me the resolution. I never received a call or letter addressing the complaint. Additionally, the bankers told me they did not have details about the complaint other than that the bonus was properly denied. I asked them to escalate the complaint, at which point they did. In XX/XX/XXXX I received a letter from the Office of the Chairman stating my savings account bonus was declined since I only made 1 deposit in XXXX. This is untrue as XXXX {$200.00} deposits were made and are reflected in my account statements. I was informed through the letter that the first {$200.00} deposit must be made the month after the account was opened, which was contradictory to the information I received when opening the account. I only opened my account because of the bonuses. When I tried to contact the phone number listed on the 2nd complaint 's letter, I never heard a response. I called around 12 times between XX/XX/XXXX when I received the letter until today, XX/XX/XXXX. I left multiple voice messages with my name and contact number but never heard back. Today, I called the bank at their XXXX number and was told they could not do anything to assist me. I believe I was misled and deceived when opening my account and believe my complaints were not handled properly as the first I never heard the resolution until I went into the branch and the second I was unable to contact the bank for further questions at the number provided.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Date of Inquiry ; XX/XX/2021 Company : XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RI XXXX Request Originator is fraudulent activity and I have already contacted all 3 credit bureaus and reported this fraudulent activity that was not authorized by me or attached to any open account. I am contacting you guys to have this fraudulent inquiry removed.
Company Response:
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX, I entered Citizens bank to withdraw my money from my savings account. There was a teller by the name of XXXX XXXX who was assisting me with withdrawing money from my savings. Everything was completely fine. I even signed my withdrawal, slip to take my money out then Then teller asked the assistant manager XXXX XXXX to assist her with the transaction. The assistant manager looked at me with hate and disgust for whatever reason, I have no idea Then, suddenly, with a grin on her face, she decided to tell me I cant get my own money from the bank. I asked her what is the reason when I teller was half way through the transaction and everything was fine. She continued to tell me I cant get money out and made up a random lie saying my account has been red flagged. It was the end of the day and the bank was about to close so the only thing I had left to do was call Customer Service. I was told by Customer Service everything on my account was just fine and I am able to withdraw money from my account with no issue. I went back the next day to do the same transaction all over again I was greeted by the same worker XXXX XXXX XXXX once again. XXXX came out to tell me again I can not get money from my account even though I had my ID, answered all the security questions for my account, like I did the day before. This time she tells me I have a red flag on my account & I cant get money out and Im answering the security questions wrong. I knew for sure the answers to the questions were right because I answered them previously. Now Im confused wondering why shes giving me a hard time about getting my own money out of my account. I realize its most definitely racially motivated because she had a nasty attitude when she first saw me the first time and decided to do anything in our power, to withhold me from withdrawing my own funds from my account. So I leave the bank and decide Im going to go somewhere else. I left the bank and went to another Citizens five minutes away, and they were able to help me with no problem at all. Hours later, I get a phone call from the police department, stating that i was threatening a teller. None of this ever happened. I was never violent or threatening anybody. She made up a lie to keep me from getting my money and now I can not walk on the premises. Two weeks later, I received a letter stating my savings account will be closed and Im no longer allowed on the premises, and that my account will be inactive. Im so confused because Ive had this account with no issues for over 10 years and now Im being threatened with my account being closed and Im unable to walk the premises or get my money out of the bank. This is completely wrong, and I am in disbelief
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Citizens Bank closed my account for no reason.
Company Response:
State: DE
Zip: 19810
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Citizens Bank reported me to credit agencies for a {$2.00} interest payment on a fully satisfied HELOC loan. I've been told that I stopped my autopay and though can not prove it I do not agree after having reviewed my records as I do not have notification of such. Even if true, the bank no effort to reach out to me to avoid the reporting as I learned it through the diligence in my review my credit report. My scores prior to this were 830+! Further, I now have an issue with the dispute process with XXXX and XXXX as balances were reported incorrectly to them -and they accepted it. My available balance on this HELOC is now {$100000.00}, which is {$17.00} higher than the original loan. This is due to the fact that when I went to the bank to correct the account they took a payment {$17.00} over that which I truly owed them. In discussion with the Customer Service folks I spoke to about this, numerous of them, the response to both of their errors, failing to prevent a {$2.00} balance to negatively affect my score by 70+ points for up to 7 years and then overpaying themselves to satisfy the balance, was indifference at best. Based on my payment history, I feel Citizens was negligent in attempting to contact me in an effort to avoid this issue and as such this has disproportionately affected my credit standing in a negative way in which they are indifferent to while being indifferent to their own mistakes.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2023-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-09
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: On dispute are two charges dated XX/XX/XXXX : a ) {$1400.00} for a two-way flight from XXXX to XXXX by XXXX XXXX XXXX b ) {$100.00} for flight insurance by XXXX XXXX. While tickets were issued, the airline cancelled the flight from XXXX and failed to inform me- I learned about the cancellation upon arrival to the airport. My ask from XXXX XXXX to be reimbursed for the services I had not received was bluntly denied. On XX/XX/XXXX I sent an email to the Disputes department of Citizens contesting the two charges mentioned above and enclose five supporting documents. On XX/XX/XXXX I received their response which sided with the XXXX XXXX. Reading their response, it was evident that Citizens had not read my original complaint carefully and was parroting the airline 's response. On XX/XX/XXXX I responded with a second letter to Citizens referring to all the flaws in their response. On XX/XX/XXXX I called Citizens customer service and we scheduled a call for the following day- nobody called. On XX/XX/XXXX I called Citizens again and they promised to call me the following Monday or Tuesday - nobody called. My experience so far with Citizens that they very ineffective. I wonder whether they have unwritten policy to favor large customers by driving ordinary folks like me to attrition.
Company Response:
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2023-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is a follow-up from complaint ID : XXXX. Details of that complaint can be found in that complaint. Following the assignment of XXXX from the Citizen 's Office of the Chairman, we worked together to review the details provided to me by the Citizen 's loss mitigation department, and also call them together. Loss mitigation sent me information to liquidate my property. I advised that I was not interested in liquidation, but looking for either a deferral or loan modification. I was advised that I should re-submit my application from the beginning to determine if this was an option. The loss mitigation department advised XXXX and I that I was in a 3-month forbearance. During this time- I was not required to make payments. The representative from loss mitigation also advised XXXX and I that I should submit my application to be reviewed during the forbearance, and that the forbearance would be modified as necessary during the review process. XXXX confirmed and reiterated these details with the loss mitigation representative. This was done in XXXX of XXXX The following week XXXX confirmed with loss mitigation that they had received the packet for review. Each week following this I waited to receive communication, and also verified with XXXX that no status changes were made on my account ( as she did not have visibility into my files, but could see when communications were initiated ). This week ( beginning XX/XX/2023 ) XXXX was advised by loss mitigation that they do not review packets or submissions while an account is in forbearance. Essentially, both XXXX and I were misinformed, and misled by loss mitigation team. They advised that I would need to resubmit everything as my forbearance expired on XX/XX/2023. This will be the 4th time i'm submitting my information to this department. To date I have been lied to, treated transactionally, disregarded, and been placed in a state of duress around losing my home. I have been made to feel like a number waiting in line for a decision of which I have no part in. Citizen 's loss mitigation department has cited multiple times that they do not contact clients - it is my responsibility to continually call them to check on the status of my file. They do not confirm receipt of materials or information, and they reach out over a 30 day period for any additional items needed. I continue to wait in fear for their next communication on the resolution of my case. Internally - it does not appear that they have consistent or accurate lines of communication, and the representatives I've spoken to very often speak little or broken English. I do not feel that Citizens respects or cares about me as a customer, and I hate to think that they may treat other customers this way as well. Let me please be clear, XXXX from the Chairman 's office is the exception to this. XXXX has been undeniably caring and empathetic to my situation. She has gone above and beyond to share information with me and discuss my situation. If the entire Citizen 's company had just a small portion of the customer service focus that XXXX has - I don't believe I would need to be submitting this complaint.
Company Response:
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I bought a home at the tax upset sale with a Lien on the Title for a HELOC. After multiple attempts to request a payoff for the amount of the Lien, the bank is refusing to respond. The original owner of the Loan is deceased. I have the Deed in my name and want to clean the title and they REFUSE to acknowledge or offer a payoff, or provide a Lien Release.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Citizen 's bank offered a money market account with a specific interest rate if you added a minimum amount of new money to an existing account. This was done and confirmed by the bank but the bank never gave me the new rate and after several conversations of promising to adjust the rate and to also credit me with the over 3 months interest they owe to me.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023 I made a deposit of {$230000.00} into my Investors Bank account ( which is Citizens Bank today ) and I was told a temporary hold would placed on it. ( No Problem ) It's now XX/XX/2023 and this hold is still in place after several conversations at my local branch with the managerand customer service representatives. It seems very illegal and unethical to hold my money for this amount of time. What kind of institution operates like this? I feel like I've been robbed!
Company Response:
State: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A