Date Received: 2023-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The dispute is with Citizens Bank on a mortgage. The loan is with me and my son. My son lives at the house for which this mortgage was obtained. My son received a statement dated XX/XX/XXXX stating that his escrow account had a shortfall of {$3400.00}, which would raise his payment from {$1100.00} to {$1500.00}, a {$310.00} increase!! I knew something had to be wrong about that, so I reviewed the escrow records. The review showed that there were excessive insurance payments made in XXXX, which will be described below. In XX/XX/XXXX, Citizens sent an insurance payment to XXXX XXXX XXXX in the amount of {$2000.00} to cover the cost of the annual home insurance ( Citizens check no XXXX ). However, the check arrived after the expiration of the policy, and XXXX XXXX XXXX would not reinstate the policy. The insurance agent notified me of the problem, and a new policy with a new insurance company ( XXXX ) was obtained. In XX/XX/XXXX, Citizens sent a check to XXXX in the amount of {$1900.00} and {$23.00}. They sent another check to XXXX in the amount of {$360.00} in XX/XX/XXXX. On XX/XX/XXXX, I called my insurance agent to look into this. He told me that XXXX XXXX insurance received the check too late, and that they cancelled the policy and would not reinstate it. He also told me that when he contacted XXXX XXXX, that they said that they did NOT cash Citizen 's check XXXX, and that it was sent back to Citizens Bank to the address on the check ( see attached letter ). I contacted Citizens insurance department to let them know what had happened. They said that they would put a tracer on the check which would take seven days. I contacted the mortgage department ( representative XXXX XXXX to find out what the payment would be once the {$2000.00} was put back into the account. He said that he would have to check with the insurance department to discuss this, but since they were already closed, he would call me back the next day. He did not call me back. On XX/XX/XXXX, I called the Citizens insurance department again and spoke to a Lateesh ( sp? ). She said that the check was found and that the {$2000.00} would be back in the escrow account the next day, XX/XX/XXXX. I also spoke to XXXX in Citizens mortgage department. She told me that we could spread the shortage over 36 months with a payment of {$1300.00} to lower the required payment until the issue was resolved, but that she would have to submit it for approval. Not knowing what else to do, I told her to submit it. However, she told me that once the {$2000.00} was credited to the account, the new payment would be {$1200.00}. On XX/XX/XXXX, the normal automatic payment went to Citizens from my sons account. On XX/XX/XXXX, I checked the Citizens account online and found that the {$2000.00} was still not back in the escrow account, and the payment was still {$1500.00}. I called Citizens insurance line back again. However, apparently, I hit the wrong option on the automated system, and it sent me ( unknowingly ) to customer service, where I waited on hold for about two and a half hours ( there was no option for a call back ). They transferred me to the insurance department, where I spoke with XXXX, who put me on hold for another 30 minutes. I hung up because I had another issue to attend to. I called back again, and I eventually spoke with XXXX, who told me that the research department had found the money ( either found the check or that it was not cashed, I was not clear ). They had to issue a stop payment, which could have been done on XX/XX/XXXX, but that it had not happened yet. There was a note in the file at 9:09 a.m., that it will be put in the account ( presumably from the research department ). I wanted to complain about XXXX putting me on hold for 30 minutes and find out why the money wasn't in the account now, so she put me through to her supervisor, XXXX ( sp? ). XXXX said that there were processes that had to be followed, and that it would take several days to get it done since the stop payment hadn't occurred until this call ( XX/XX/XXXX ). I told her that it should have been done a week earlier. She acknowledged that mistakes had been made and that I should not have been told that the money would be back in on XX/XX/XXXX. I told her that all that I wanted was for the money to be replaced and to pay a normal payment as if the money were in the account. She said she understood, but that there were processes. I also told her that I would be filing a claim of fraud and theft with the Consumer Financial Protection Bureau the next day if the funds were not replaced. On XX/XX/XXXX, I checked the account again and to pay the balance between what was paid on XX/XX/XXXX and {$1200.00}, which is what XXXX in the mortgage department said it would be if the payment was re-evaluated with the {$2000.00} placed back into escrow. I noticed that the payment was lowered to the {$1300.00} amount for spreading the shortage over 36 months. I also noticed that the payment made on XX/XX/XXXX was put into a " suspense '' account and not credited to principal or interest. I contacted Citizens XXXX department again and had them put in the record that I was paying the {$1200.00}, and that if there were any late charges, there would be a problem again. I also let him know that I was filing a claim with the CFPB once I hung up. He said he would have XXXX call me back. XXXX did call me back and stated that there were processes that take time. I told her that all that I wanted was for the money to be replaced, and to pay the normal adjusted payment, which I was told was {$1200.00}, and for the money that was placed in the " suspense '' account to be credited to principal, interest like it should be. She said that I would have to contact the mortgage department. I told her that I was not willing to sit on hold for another two and a half hours, and that I was done. She acknowledged that they get busy later in the morning. I let her know that Citizens had screwed up at least four times, and I don't see any progress in getting my money back into the account. I don't care about their processes, because they are the ones who screwed up four times ( e.g. sending the check late, not issuing a stop payment multiple times ). Neither I nor my son, had any contact with the check, and if there was any dispute, it should have been between XXXX XXXX XXXX and Citizens, since they are the ones who botched this. I also let her know that I was filing a claim.
Company Response:
State: OK
Zip: 73012
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is my XXXX attempt to rectify the problem. I opened an account with Citizens and met all the promotional terms for a {$400.00} promotional bonus. They admit that in writing to me. However, they are saying that I was a signor on a different Citizens account opened on XX/XX/2022 which negates my ability to obtain the promotional bonus. I never opened the account they are referencing on the attached letter with Citizens. I would ask that they provide documentation showing I opened the referenced account with Citizens or pay me the {$400.00}.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had constant and numerous communication with the reps and the bank associates I explained somone at the us Govt social security messed up our case and they were late by two months paying my daughters ssi because of this we had over drafts to pay bills we expected them to get paid as soon as the ssi came in we were constantly told and lied to by ssi reps that it would be there on this day then that day. I contacted the XXXX XXXX XXXX co tacked ssi many times somone finally said this should have been done 4 months ago I told them in the meantime time I am overdrawn because we had bills and needed food! I did not get any papers in from the bank and despite the fact I updated my address and have shown my id at the bank they had an address from 17 years ago when we opened the account. When I called a day before XXXX first it was XX/XX/XXXX I was told if I did not get {$810.00} in the bank in literally five minutes the account would charge off I told them if they extend it one day I can pay it the next day they told me sorry. I contacted their rep on XXXX XXXX who told me if the account was not charged off the next day I can still go make the payment and the bank manager would have to call have it unlocked and tell them to stop the charge off. She told me she would check in the XXXX and get back to me which she did and told me it was ok to go out the money in it had not charged off yet! I look in the bank and social security had already sent the money days ago and it had posted on the XXXX the money was in there the bank was paid back and there was {$1000.00} left in there after the bank was paid. The branch manager XXXX sat me down called the XXXX number after I explained what had happened she assured me they would not be closing the account she also told me they had the wrong address and that in the course of 17 years somone at the bank changed it from a payee account to just my name which has caused me financial hardship in the past with ssi and I never knew why until now. So now the branch manager gets on the phone with the XXXX number unlocks the account so I have access to my funds that were left because I was behind on bills from ssi waiting so long to give us our money. The manager told me the account would not close and everything was ok now she spoke to the XXXX number. I took thr {$1000.00} out that was left and I left {$17.00} in there and I also deposited a {$10.00} check which I have the receipt for total balance {$27.00} in positive because the bank got paid back. Before I left the bank manager kept saying how I can get in trouble for taking care of my XXXX daughters finances since it was not a payee account anymore this was not my fault this was the banks when it was opened 17 years ago it said payee right on it somone obviously changed it I told her my daughter gives her money away so I only give her so much at a time and the rest I pay bills with and buy her clothes I told her I was going to get her a green light card so she could not overdraft it and I can send money right from a credit card the bank manager insisted I open a XXXX XXXX for my daughter I told her I wanted to wait and talk to my daughter she kept pushing she did not even have the proper paperwork in or non driver Id she gave me the papers to have XXXX sign at home I was then given a card with marinas name and told numerous times by this woman it is impossible to overdraw she handed me a receipt because I put my daughters ssi {$40.00} in the XXXX XXXX and the bank woman handed me a card right then and there with a folder. The next day I go online to see if the {$10.00} check had cleared and my account said zero balance it said dda credit charged off it showed a positive balance of the {$810.00} the ssi deposit of {$1800.00} was missing from the transactions the {$10.00} deposit was missing from the transactions and my {$27.00} was missing completely I was locked out of my account and the account was closed. Furthermore the student account I was told over and over could not be overdrawn was overdrawn and my daughters ssi money of {$40.00} was gone and it said minus {$460.00} when I called I was transferred to five people two supervisors who didnt know what they were doing no one could tel me a thing except that somone over drew my daughters account and they said sorry your gon na have to pay that back I freaked out no one touched that card it came right from the bank to my kids desk who had not moved from her bed she had XXXX. I was later told it was a bank error and no one over drew her account and the {$40.00} was back in there no apology no explanation and I had to call back and spend more time on phone to unlock her account because she now wants her money out of there and to close it after seeing what happened with her other account! I have tried to get in touch with the bank no one can give me answers one person said this should never have happened the other one said the bank manager was wrong for giving me my daughters money at all, the account was. It charged off and the money was sent days before it charged off but posted on the first before it charged off the manager was supposed to take it outnof charge off status since it was paid but didnt. Then they tried taking {$500.00} from my child and saying her account was over drafted and all of a sudden its a bank error and now they cant even see the transaction Im talking about it has been completely erased. Something is going on at this bank and it stinks! Also this is how they treat a customer of 17 years! I understand I was over drafted but there was extended circumstances and considering they are the ones who refused to change the correct address they could have given one more day or told me it would be charged off I would not have deposited more money into the account or opened a XXXX XXXX very deceptive practices especially against people that have XXXX!!
Company Response:
State: NY
Zip: 14120
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/23 my Citizens bank debit card was flagged for fraud and my transaction was declined. I attempted to call and on hold for 30 minutes and the recordings said I could perform the " Unfreeze '' online. I hung up. I was unable to unfreeze and the mobile app ( and online via computer ) noted to call the same number. I was on hold for approximately 45 minutes and actually got a person, who could not assist and coldly transferred me to a fraud line. He did not provide the number. After being on hold for well over an hour, I walked into a branch, XXXX XXXX, XXXX where the employee said he would assist. He verified my information and I hung up to only be informed he needs to call the same number, the first number, not even the fraud number and he could not assist. I had spent over 2 1/2 hours between all forms without resolution. I left the branch. I attempted to call again on XX/XX/23 and after being on hold for almost an hour, was hung up on without speaking to anyone. This issue is still unresolved and causing serious issues and non payments. Please assist
Company Response:
State: MA
Zip: 02062
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX my niece passed away. On XX/XX/XXXX we received notice from Citizens Bank that they were going to move her account to the Abandon Property Division of MA. On XX/XX/XXXX I went to the bank and informed them that I was awaiting appointment from the State to be her Personal Representative. The manager informed me that she made a note on the account and they would not move her account. XXXX XXXX I received the appointment and proceeded to ascertain the funds. I applied for and XXXX number and on XX/XX/XXXX sent them the required documentation. Not hearing from them called the Decedent Account Processing center not once but many times. Finally after many hassels with representatives of the bank they informed me the money was forwarded to the State, total amount sent {$100000.00}. I am presently trying to get the State to release the funds.
Company Response:
State: MA
Zip: 02038
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: In XX/XX/2022 someone opened up an account with Citizens in my name to purchase some gaming consoles. The information used was at an address I had not lived at for 15+ years, but the people who opened the account XXXX used my email address and i got notification that it had been applied for. I called Citizens immediately, before any purchase had gone through and told them to cancel everything, it isnt mine. they told me everything would be canceled and any impacts to my credit would be updated.. Citizens continue to try and collect, they refuse to return my calls to the fraud department and keep sending me collections emails. This is not my account, I tried to stop it and they still opened it without my permission and allowed charges to be made even though they knew at the applications origination that it wasnt mine and were told to stop everything. Stope trying to collect on something that doesnt belong to me and remove this from my credit! This is not my account, I did not authorize or benefit or receive anything from it and it needs to be gone!
Company Response:
State: AZ
Zip: 85249
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Citizens has continually locked me out of my online banking account ... I made a complaint previously COMPLAINT ID XXXX on XX/XX/2022. At that time Citizens convinced you that the issue had been resolved however I've continued to have the issue. As I type this, I remain on hold for an hour after talking to multiple departments who tell me that they can see my account is locked but can't tell my how it happened or what needs to be done to correct it. It is not unreasonable for me to ask that I have reasonable access to my account information and if that is not provided that I get a resolution that doesn't require hours of my time for their mistake. I am in the process of leaving due to this issue but the fact that this is allowed to go on with no repercussion is completely unacceptable.
Company Response:
State: MI
Zip: 48178
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: Invested money through my citizens account that should have been recognized as a scam by them. Also had my account hacked and had money stolen directly and through a counterfeit check without my knowledge or approval. For more details, please see attached letters.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Upon opening the Citizens XXXX account, I set up an autopay credit card payment on XXXX Their representative entered the wrong expiration date for the credit card. The account became 30 days delinquent. The company failed to notify me the payments were not going through. I only found out because I got an alert from Credit Karma on XXXX That day I called the company to inquire about the issue. We updated the account and the payment was processed that day. After an investigation, the company acknowledged they were at fault and told me they would update the account and remove the late payment mark in XXXX when I called them. They have failed to do this as well. This process has been extremely frustrating as this is the first time I have had a late payment in my credit history. The companys negligence and incompetence have led to my credit score getting severely negatively affected.
Company Response:
State: CA
Zip: 91343
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XXXX I attempted to open an account at Citizens to receive a promotion and use the account for some basic banking. The online opening failed while I was in the funding process and an error displayed to call in or go to a branch. I called a local branch and they didnt offer help, they referred me to call in. There hold times are over 20 mins so I had to request a call back. The person told me my account did open, although I received no email confirmation. She told me I could enroll in online banking. That didnt work after multiple tries and I had to again call support, wait for call back and get credentials created. I said I just wanted to close it because it wasnt even remotely working. I was told I couldnt until my funding transaction from my debit card had to posted. I attempted to set up an external account so I could transfer my funds as soon as it posted, but that didnt work because I appeared to have profile in their back end from an account years ago. More phone calls and told I had to call back after the transaction posted. Nobody would reverse my funding and close my account. This morning I received an error that my account isnt available in online banking or app. This has been the greatest display of incompetence Ive ever seen. This bank is not able to deliver their advertised products and services. By looking at XXXX you can see countless similar issues encountered.
Company Response:
State: PA
Zip: 15212
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A