Date Received: 2023-03-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I tried to withdraw my money and cancel my account XX/XX/XXXX, from citizens bank in XXXX XXXX XXXX XXXX XXXX, Massachusetts, I was told that Account is inactive, and that they will send a request to activate it, and it will take till the end of the day, I came in on the XXXX and I tried again and they said its still inactive, I I kept trying my ATM card and trying to go to the bank but the account was still inactive and I was not able to access my funds. Then I was told that I need to call citizens bank and I was given a number. on XX/XX/XXXX I called the CitizensBank number they verified all my information and they said that the account will be active soon and I will be able to access my funds. I kept trying for two weeks with the ATM machines and the branch in XXXX and I still dont have access to my funds. On XX/XX/XXXX I calling citizen bank, and I demanded that I talk to a supervisor, the supervisor told me that she can only send an email requesting to activate the account, and that she will get back to me as soon as she gets a response. Its been 22 days now. My account is still an active and I still dont have access to my funds.
Company Response:
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I've had my savings account with Citizens Bank since XXXX with {$200.00} in it, and it was fine with no maintenance fees or anything. The {$200.00} I opened the account with was fine just sitting there collecting interest every month. All of a sudden, on XXXX XXXX XXXX they charged me a {$10.00} " dormant fee '' and a {$4.00} service fee, and they did not notify me of this. They then marked my account as dormant and they have been taking {$4.00} every month since XXXX XXXX XXXX and no longer giving me the interest on the account. They have taken a total of {$69.00} from my account since that day. I contacted them and I was told that it was an error, that the interest I was earning every month counted as " activity '' that would make the " dormant fee '' that they charged me, as well as all of the following service charges for the balance being below {$200.00}, was an error on their part. I was issued a {$14.00} refund on XX/XX/XXXX for 3 of the service charges, and I was told that I would have go wait for the manager the next day to issue me the rest. I never heard back from them, nor was I refunded all of the money that they have been wrongly taking from me. I called them today, XX/XX/XXXX, and the customer service representative said that they would not return my money. The best he could do was refund me {$35.00} of the now {$54.00} that they have wrongly taken from me. Are banks now just able to charge you a random fee to get you below the amount where they start charging you service fees? I opened this account on XX/XX/XXXX with {$200.00}. I have never been charged any fees for anything, as that was the minimum to wave the service fee. All of a sudden, they charge me with a {$10.00} " dormant fee '' after 3.5 years of the account just earning interest, in order to get my balance below the point where they start charging a XXXX XXXX service fee. Every where I have see, interest that you earn and that is deposited into you SAVINGS account every month is " activity '' and that was confirmed by them. So they just stole some of my money. A horrible bank. How many other people have they done this to? Their business practices need to be investigated.
Company Response:
State: MI
Zip: 48073
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX XXXX I deposited my check in my account after I was told my account wasnt closed XX/XX/XXXX found out account was closed and under investigation and funds wont be released until XX/XX/XXXX. XX/XX/225 dollars was available to take out XX/XX/XXXX funds were available to take out was told over the phone I could get my funds.come and Im told my check will be mailed to me and my check hasnt been verified yet.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX of XXXX I have been trying to get my XXXX Mortgage Interest Statement from Citizens Bank. Automatic phone service states, Statement were mailed on XX/XX/XXXX. Unable to log into my online account. When placing a call, the automatic phone service will ask for every information imaginable- all I get is the run around. I've written XXXX letters to the company asking for my statement. On XX/XX/XXXX, I received a letter from Citizens saying they would look into my request. and get back to me in 30 days. What is there to look into?? They have all of my personal information. I need my Mortgage Interest Statement to have my taxes completed. Taxes are soon due. I'm going to be late sending in my tax forms because of these imbeciles. I'm XXXX XXXX XXXX and have been dealing with mortgage companies most of my adult life. Never any problems until dealing with Citizens.
Company Response:
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This bank continues to add fees to my account XXXX charged in fees. I am on Social Secirity and these fees are excessive. I mailed a deposit on XX/XX/XXXX for XXXX and on XX/XX/XXXX I mailed another XXXX deposit meanwhile Citizen 's Bank continues to add on fees. I am already struggling. I am requesting these XXXX fees be reimbursed and all fees reimbursed since XX/XX/XXXX be reimbursed. I called the citizens bank multiple times but there is nothing they can do for me. I'm frustrated as heck with these fees
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: I used XXXX to transfer money for a condo rental. Once I realized I was scammed I immediately called Citizens Bank to cancel the remaining g amount of {$950.00}. I received. Confirmation number and was informed it was cancelled. I then discovered citizens paid the amount to the scammer even after I cancelled. They will not refund my {$950.00}. it from another one of my accounts which I did not authorize when they, citizens suspended the transaction. I filed a police report who requested I call back with more info from the bank. The bank did not contact XXXX XXXX XXXX to notify them of this fraudulent activity with their account holder. They help the criminals by not reporting for investigation. They took my funds AFTER it was cancelled with a cancellation claim number.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
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: Citizens bank card I have a late payment reported that was fraud not done by me I disputed this with the credit bureau and they came back from the company saying it was valid. I was never given the option to opt out according to 15 US Code 6802 B- Obligations with respect to disclosures of personal information ( a ) Notice requirements Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. ( b ) Opt out ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/XXXX Opened a Citizens Access account XX/XX/XXXX Linked an external bank account to Citizens Access account XX/XX/XXXX Verified linked account and made a deposit from linked account to Citizens Access account ( {$790.00} ) XX/XX/XXXX deposit was immediately reversed back to the linked account ( - {$790.00} ) -- - Was not able to contact Citizens Access, so I transferred money from a different account into my Citizens Access account. ( {$200.00} ). -- - XX/XX/XXXX Closed the original linked account ( so it was no longer accessible from Citizens Access, as the deposit was reversed ). -- Tried to link my checking account to Citizens Access, and it said they are having trouble doing this task, please try again later or call XXXX -- - I successfully set up ( I thought ) recurring transfers to my Citizens Access account from my business checking account, but nothing else ever went into my Citizens Access account. -- - XX/XX/XXXX Citizens Access monthly statement was available, and none of my transfers had gone through, but I did earn XXXX in interest, for a new total of {$200.00} in this account. -- - XXXX I called XXXX, was on hold for a total of 29 minutes, and spoke to someone named XXXX who said, after verifying my credentials, that, " Citizens Bank has decided to no longer do business with you. I can not give you any more information. '' -- - XX/XX/XXXX I reached out to the bank that had a successful linked transfer to my Citizens Access bank, and they were no longer linked to my Citizens Access account so they couldn't help me -- XX/XX/XXXX I reached out to the other bank where the transfer was immediately reversed, even though I had closed the account after I transferred that amount to a different ( checking ) account, and they have not yet replied. -- - XX/XX/XXXX I called XXXX, stayed on hold for a total of 28 minutes, and was told the same thing, this time from XXXX : " Citizens Bank will no longer do business with you. That is all the information I am allowed to share with you at this time. '' I asked how I can access the deposit that was in the account, and she said there is nothing Citizens Access can do. I asked who else I could connect with who may be able to help, and there is no one. I then tried to link my checking account to my Citizens Access account, with success through Plaid, but it would not let me transfer money in either direction : " Problem processing your transfer at this time, please call XXXX for more information. '' -- - So as of right now, Citizens Access has my money, and when asked how I can retrieve it, they have absolutely nobody I can connect with, and no answer for me. The people on the phone said my account is " already closed '' and they will " no longer do business with me, '' however my account is still open and accessible from the website login, https : //www.secure.citizensaccess.com/signin/ -- - Never in my life have I been given this feedback from a financial institution, I have excellent credit, etc. I don't like " making complaints, '' but I have also never had an actual headache this painful, and I wonder if others are experiencing similar issues with this bank. Thanks.
Company Response:
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: Citizens Bank took over the account I had at XXXX for years and they started bilking it for fees without my knowledge or permission. I had an account with XXXX for years that was mostly inactive. There was {$2700.00} in the account for years and the balance didn't move. I barely looked at the account and just held money there. XXXX sold their deposits to Citizens Bank in XX/XX/2022. Since then, in 14 months, my account has been charged {$130.00} in fees. I noticed an email telling me I was going to be charged {$30.00} in overdraft protection fees, so I looked at the account and noticed the lower balance. I contacted Citizens and demanded a refund and asked to close the account and mail me a check. They told me they couldn't close the account unless I had a XXXX balance and they couldn't mail me a check for my balance. They told me the max " rebate '' they could give me was {$35.00}.
Company Response:
State: TX
Zip: 77004
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In XXXX of 2022 Citizens Bank, where I bank, offered a " Cash Back + '' credit card with the following perks. {$200.00} cash back bonus after charging {$500.00} in the first 90 days, plus another cash back bonus for the cost of a TSA PreCheck up to {$100.00}. I completed both of these tasks within the allotted time frame, charging {$720.00} on XXXX XXXX2022 and purchasing the TSA PreCheck on XXXX XXXX,2022. To date I have not received either of the promised awards, it has been nearly five months. I have visited the branch several times and sat with them as they had a live chat with credit card customer service at which time they stated they would apply for the rebates to my account. I also called customer service and experienced long waits on hold then when a person finally answered we were cut off half way through the conversation. This happened twice. It has been over three months since the local branch employee had the live chat and still nothing has been applied to my account. I am attaching a copy of the offer, although it says expired on top it was active when I applied for and received my card.
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A