CITIZENS FINANCIAL GROUP, INC.

2019-08-12

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-12

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-08-10

CO

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I closed my Citizens Bank account on XX/XX/2019. However, I just received notice from Citizens bank that they reopened my account ( without my authorization ), and processed two unauthorized debits ( {$16.00} to XXXX and {$14.00} to XXXX XXXX ) plus charged me an overdraft fee of {$35.00} for each. The total they are charging me on my closed account is {$130.00}! Note : The issue of the automated {$16.00} per month to XXXX, arranged by my wife who passed away in early XXXX, 2019, has already been reported to the CFPB separately. As for the {$14.00} to XXXX XXXX, my plan was cancelled as of XX/XX/2019, due to my moving out of state to CO. So, no debit should have been authorized, Besides, I no longer have an account with Citizens Bank! Please see my earlier complaint for more information so you can understand the history behind this and all the attempts I have made the past fews months to get issues with Citizens Bank resolved. These people have been impossible to deal with, no regard for me as a customer, let alone a Veteran and retired senior citizen.
Company Response: Closed with explanation

Timely Response

2019-08-09

Hamilton Grange, NY

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-08-09

Aloha, OR

Incorrect information on your report

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-08-08

CO

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: My wife and I shared a checking account with Citizens bank. In early XX/XX/2019 my wife passed away. She had previously authorized Citizens Bank to withdraw automated payments of {$16.00} per month with a Vendor named XXXX, as I recall. ( Note : I was not involved in this commitment at all ). I went to Citizens Bank several times over the past few months, first with her death certificate to have them stop these withdrawals, yet they continued to take the money from my bank account every month. They suggested I take her name off the account, which I didn't do as this would have messed up the Social Security deposits. Recently, I went in to close the account and they told me that if the {$16.00} withdrawal requests continued to come to the bank, they would have no option but to reopen the account and charge me for these unauthorized withdrawals. Meanwhile, they have already withdrawn 4 payments that were not authorized. Its bad enough that I've had to deal with the passing of my wife, having this added stress is so disrespectful, discourteous and heartless. Note : I relocated to XXXX XXXX, CO and wanted this resolved before I moved, however, they have refused to cooperate despite all my attempts the past several months.. Please also note, I am a Senior citizen, XXXX years old, retired and also a Veteran.
Company Response: Closed with explanation

Timely Response

2019-08-08

Briggs, OH

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-08-08

Boston, MA

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: I have a Home Equity Line of Credit with Citizensbank. Prior to XX/XX/2019, I was able to transfer funds from the HELOC to my checking account at Citizensbank as needed and transfer funds back to HELOC to pay down the principal at any time. The interest payments on my HELOC are auto-debited from my checking account on the XXXX of every month. On XX/XX/XXXX ( 23 days prior to my interest payment of {$71.00} being due ), there was only one online option to transfer funds to HELOC when transferred funds to bring my outstanding balance outstanding to XXXX. My account online reflected this. On XX/XX/XXXX, while online, I noticed that my HELOC showed a balance of the amount of the interest outstanding ( interest that was still not due until the XXXX of the month ). I called the bank and they indicated that 1 ) they had changed the online interface and any payment will be applied to any outstanding interest first - then principal and 2 ) the only way to have a payment applied to Principal only was to call the bank. I was never notified of this change by the bank. This is deceptive and predatory tactic by Citizensbank - as interest calculations on these accounts are based on daily balances - so this change ensures that the bank essentially earns interest on interest that they have received earlier than it is due! Please help! This is wrong!
Company Response: Closed with explanation

Timely Response

2019-08-08

PA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Citizens bank in XXXX XXXX also known as Citizens Financial Group has issued with platinum and platinum plus checking accounts. Platinum checking accounts require a {$25.00} k relationship balance. When accounts are opened at the branch the accounts are rarely linked properly. Some customers have been assessed fees since 2016. The bank knows this and has done nothing about this. The same issue happened previously with circle gold accounts and the bank had to issue reinbursements. This needs to stop and Citizens needs to be held accountable.
Company Response: Closed with explanation

Timely Response

2019-08-08

Cockeysville, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-08

Cedarville, MA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-08-07

Cleveland, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-07

NY

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Hello, On XX/XX/XXXX a auto deduct in the amount of XXXX was withdrawn from my XXXX checking account by citizens one auto loan. At the time i was in the process of moving and among all the hectic planning i forgot auto pay was set up and called on the XXXX of XXXX and submitted a debit payment to citizens one auto in the amount of XXXX. After realizing what i had done, in XXXX i called my bank XXXX key bank ) and they reversed the debit payment from XX/XX/XXXX and the funds went back into my account. XX/XX/XXXX the payment for XXXX was automatically deducted and i was all caught up. Or at least i thought. In XXXX i got a phone call saying that my account was a month behind. XX/XX/19 i faxed over 36 pages from XX/XX/19 to XX/XX/19 of ongoing bank transactions showing all my payments are up to date and they have yet to correct this error. I have called multiple times only to get their response that their " research team '' is still reviewing it. My main concern is the impact this will have on my credit score. I thought that the bank statements were pretty black and white but i guess not. I would greatly appreciate any help you can provide.
Company Response: Closed with explanation

Timely Response

2019-08-07

Penn, PA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-08-07

Boston, MA

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-08-06

Chula Vista, CA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I need a copy of my statements from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. They never sent them to me and refuse to allow me access to my closed account to view them myself. On XX/XX/XXXX, at XXXX PDT, I spoke with a very unprofessional and abrasive agent named XXXX XXXX. She was combative and abusive on the phone call, used profanity and insults and hung up on me. I need a copy of these statements, since they were never mailed to me, or to regain access to my account to view them. It is illegal to deny me access to my own statements, of my own financial history. It is my legal right to view my financial statements and you can not deny me access to them.
Company Response: Closed with explanation

Timely Response

2019-08-06

Albany, NY

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-08-06

AR

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Franklin American Mortgage sold my loan to Citizens. I made the payment on XX/XX/19. They told me that they would forward my payment to Citizens. They saw I had made payment. I made my payment to Franklin American. I got a bill from Citizens saying it was not paid. I called Franklin American and they said they were only forwarding payments for 60 days. I was at 70 days. So they said they would forward the payment in 20 days. Or they would mail me a check Franklin said they showed the payment. I spoke to Citizens who said they wouldn't charge any fees. 20 days passed nothing. I called Franklin American who now says that they show I never made the payment. I had my bill pay provider call them, they won't talk to them. Then I sent ( email ) them confirmation of the electronic payment from the bill pay provider. XXXX, a supervisor from Franklin American said that he would look into it. Of course nothing. They no longer seem willing to help me and this will negatively impact my credit and cause difficulties with my home loan. Citizens has been trying but Franklin American doesn't care what they do, they lie and they could care less.
Company Response: Closed with explanation

Timely Response

2019-08-06

Phila, PA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2019-08-05

Detroit, MI

Opening an account

Checking or savings account: Other banking product or service

Didn't receive terms that were advertised
Complaint: Good time of the day! In the beginning in XXXX in a mail I received an offer from Citizen bank to open a checking account. An offer condition stated that in 60 days after opening account and depositing amount over {$500.00} you will receive a bonus of {$300.00}. I included copy of the flyer for your review. Offer code : XXXX I opened an account over the phone on XX/XX/XXXX and transfer my pay checks on it. After 60 day I called to the Bank to check on a status and Representative XXXX told me that I will have my bonus deposit on XX/XX/XXXX. On XX/XX/XXXX I called to check on a status of the deposit and Representative XXXX informed me that I can expect deposit to be made to my account on XX/XX/XXXX. On XX/XX/XXXX I spoke to another Bank Representative ( unfortunately dont have a name ) and he told me that I will need to the end of the month of XXXX. On XX/XX/XXXX I spoke to two Managers in the Citizen bank XXXX and XXXX who said that my deposit will be will be on the account by the end of the week and if it is not happened my account will be credit for the bonus amount. NOTHING OF THIS PROMIS WAS DONE and then I received a phone call from XXXX ( bank Representative ) who informed me that my case STILL UNDER REVIEW!?!? She left me her phone number ; I called back and left a message asking to explain me WHY It is investigation and WHAT is the problem, but no one called me back!!! I spend so much time listening to fake promises! I am very disappointment and absolutely not happy with all procedure and service related to my case!
Company Response: Closed with explanation

Timely Response

2019-08-05

MA

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Can't stop withdrawals from your account
Complaint: In XXXX, I set up a {$1500.00} burial account for my then XXXX-year old mother who lost her eyesight and had to move into a long term care facility, at Citizen 's Bank in a " green savings '' account. She also has a checking account there where her social security payments are directly deposited. I am the executor of my mother 's estate and was told when I set up the account that there would never be fees withdrawn from this {$1500.00} burial account. I just noticed that on XX/XX/XXXX, a {$10.00} ( dormant account fee ) was withdrawn. I called Citizen 's and they told me that unless a deposit is made every month in the burial account then she will be charged $ XXXX/month going forward. The government only allows my mother to hold {$1500.00} in this account which is purposed for funeral expenses. I was told that Citizen 's has now changed its policy and will withdraw $ 10/month from this account unless a deposit is made, and that I should know because it is in her paperwork. I can not move the {$1500.00} into her checking account while she is in long term care because the government will not allow her to exceed {$1500.00} in her account and she will be forced to turn it over to the long term care facility.
Company Response: Closed with explanation

Timely Response

2019-08-05

Downingtown, PA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I have not received my {$200.00} bonus for opening my account and making a {$500.00} direct deposit per the requirements. The 90 day wait period after the deposit has passed. See flyer attached for the promotion that I enrolled in and my offer code was XXXX.
Company Response: Closed with explanation

Timely Response

2019-08-05

Detroit, MI

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-08-05

Orion Twp, MI

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't work with you while you're going through financial hardship
Company Response: Closed with explanation

Timely Response

2019-08-05

Cooper City, FL

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response