CITIZENS FINANCIAL GROUP, INC.

2019-07-17

Middletown, RI

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-07-17

Northdale, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-07-16

Cleveland, OH

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2019-07-16

Natrona Hts, PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-07-15

Buck, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-15

Dubberly, LA

Problem with the payoff process at the end of the loan

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

Company Response: Closed with explanation

Timely Response

2019-07-14

Orion Twp, MI

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: Account got charged an overdraft + fee + ( fee of overdraft fee ) even thought I did not enroll for overdraft. Is this a fair situation? XX/XX/19 Service Charge Sustained Od - {$30.00} - {$390.00} XX/XX/19 Miscellaneous Charge Dda Debit - {$83.00} - {$360.00} XX/XX/19 Fee Overdraft ( 3 At {$35.00} Each ) |eNotice - {$100.00} - {$270.00} XX/XX/19 Preauthorized Debit Citizensbank Na Payment - {$50.00} - {$170.00} XX/XX/19 Preauthorized Debit Citizensbank Na Payment - {$80.00} - {$120.00} XX/XX/19 Preauthorized Debit XXXX XXXX XXXX Phone Pymt XXXX {$100.00} - {$41.00} XX/XX/19 DBT Purchase XXXX Ny XXXX - {$200.00} {$66.00} XX/XX/19 ATM Deposit XXXX XXXX XXXX XXXX XXXX XXXX Mi XXXX {$250.00} {$260.00}
Company Response: Closed with explanation

Timely Response

2019-07-14

Rochester, OH

Trouble during payment process

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

Complaint: Citizens bank has increased my HELOC rates over 3 % over the last three years. My rate is well above the national average yet I am in good credit standing and have never missed a mortgage payment. When I called Citizens Bank in winter of XXXX they told they couldnt help reduce the rate until XX/XX/XXXX. I tried reaching out back out in XXXX and have yet to hear back from them.
Company Response: Closed with explanation

Timely Response

2019-07-12

Cedarville, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-07-12

MA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a Platinum checking account with Citizens Bank at XXXX, RI location ( XXXX XXXX XXXX XXXX XXXX, RI ) in XX/XX/2019. I presented the officer with a promotion coupon card mailed with the USPS change of address package for {$400.00} bonus after meeting certain requirements including maintaining a balance of {$25000.00} for three months. The banker at the branch accepted the coupon and opened the account for me in person and promised that I will receive the {$400.00} bonus after meeting the requirements. The banker didn't return the coupon card to me after opening the account and I relied on the assurance from the banker that the {$400.00} will be deposited assuming that all requirements are met. I deposited the {$25000.00} required to get the {$400.00} promotion bonus at the end of XXXX. After not receiving the bonus for three months, I called on XX/XX/XXXX to inquire about the promotion bonus and was informed via phone that bonus will be posted to my account in XXXX. On XX/XX/XXXX, I called the customer service line again to inquire about the promotion bonus that was not received. I was told that they'll investigate and get back to me. A lady from Citizens Bank left me an voicemail on XX/XX/XXXX saying that the coupon I used was valid from XX/XX/XXXX to XX/XX/XXXX and I am not qualified to receive the bonus because I opened the account before XX/XX/XXXX. I subsequently called again on XX/XX/XXXX and the person on the phone refused to provide proof that the coupon I used was not valid and told me that the manager of the branch where I opened the account will call me in the next 1-2 business days. The branch manager called me on XX/XX/XXXX and told me that I need to provide proof that the coupon I used in XXXX was valid, otherwise they would not honor the promotion bonus. The branch manager and the customer representative refused to provide proof that the coupon code was not valid, but insisted that I need to provide proof that the coupon that the branch accepted back in XXXX was valid. I don't have obligations to keep the coupon once the coupon was presented, accepted and kept by the branch banker. The Citizens Bank was clearly committing fraud by deceiving customers into depositing large amount of funds at a no a interest account.
Company Response: Closed with explanation

Timely Response

2019-07-12

Euclid, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/2019 I deposited a check into my Citizens Bank account in the amount of {$20000.00}. The check was issued to my daughter XXXX XXXX, drawn on XXXX XXXX XXXX XXXX. My daughter endorsed the check, I signed my name below her name Two days later the funds were placed on a 10 day hold. I called the branch where the deposit was made to inquire about the delay in availability, as this is fourth consecutive year we have made this deposit in the amount of XXXX to the same account. Normally the funds are available the next day. The representative ( XXXX ) place me on hold, returned to the line and told me this is protocol for Citizens bank. I explained I was perplexed, as I have never had a 10 day hold placed on a check in the 10 years I have been banking with Citizens ( formerly Charter One ). I was advised the hold was for ten days ( available XXXX ). On XX/XX/2019 ( the day I was told by XXXX and in writing the funds would be available ) I checked my balance and learned the funds were still not available. I called customer service, I was advised the hold will be lifted some time during the day of the XXXX of XXXX. I was instructed to call back in two hours. Two hours later I called the branch and was notified the check was now on a 45 day hold. I was advised ( XXXX ) the check was deemed fraudulent and was on an extended hold. I asked for a manager call back. After 4 hours I called back and was advised by XXXX she had given the manger my message when I called previously and he is still unavailable to speak with me. At this time I physically went to the branch to speak with the manager. I was advised by the branch manager ( XXXX ), to contact XXXX bank, tell them to stop payment on the check and issue me a new check, as the one deposited was fraudulent. XXXX advised me the signatures could not be verified. I returned to the bank with my daughter with her drivers license to verify. We were told that was not sufficient. On XX/XX/2019, my daughter and I contacted the issuer of the check, XXXX XXXX XXXX XXXX. I explained the situation, we told the representative ( XXXX ), Citizens bank is requesting that XXXX Bank cancel their check and reissue a check as the one they issued was deemed fraudulent by Citizens bank. XXXX XXXX XXXX XXXX advised the check issued was cleared on XXXX XXXX and the funds had been deposited to Citizens bank. XXXX went on to say, there is no way they could cancel a check that had already been cashed. I returned to Citizens bank. I told them XXXX Bank was unable to stop payment on a check that was already paid. They told me there was nothing else they could do and the funds would not be available until XX/XX/2019. XXXX ( XXXX XXXX XXXX XXXX ) called Citizens bank ( with me and my daughter on the line ). We were transferred to the fraud department. They told us that the signatures could not be confirmed. XXXX ( XXXX XXXX XXXX XXXX ) asked for a manger in an effort to get the issue resolved. She asked for an action plan from Citizens bank. The representative stated the fraud department was not customer facing and there is no one else to talk. to. She said there is nothing else we can do other than wait 45 days. With that being said, the representative hung up. I have been hung up on, my check is still on hold, myself and my daughter together physically came into the branch to clear up any possibility of discrepancy as to the signatures ... I have been a customer with Citizens bank for 10 year and, I can not believe this is how Citizens bank treats there customers. I need immediate resolve to this issue. XXXX XXXX XXXX XXXX has asked for the funds to be release as well as myself.
Company Response: Closed with explanation

Timely Response

2019-07-11

Weston, CT

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Account Number : XXXX I'd like the 9 charges of $ XXXX monthly maintenance fee to be removed, and the amount returned to my account. I signed up for a promotion, and did not receive the promotion. I also did not receive my statements. I moved in XXXX, and just recently received my statements for the past 9 months. I updated my address for this account. Thank you, XXXX
Company Response: Closed with monetary relief

Timely Response

2019-07-11

Medford, NJ

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2019-07-11

Terrell, TX

Struggling to pay your loan

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

Company Response: Closed with explanation

Timely Response

2019-07-10

San Mateo, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Citizens One Bank is purposefully making it difficult to remove PMI. I submitted a request to start the process 3 weeks ago and have not received a call, email, or secure message from the company with ALL information for removing it. They have only sent a message saying they will send another message via snail-mail. They REFUSE to give me the contact information for the PMI department.
Company Response: Closed with explanation

Timely Response

2019-07-10

Providence, RI

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with monetary relief

Timely Response

2019-07-09

Cherry Brook, MA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-07-09

Blackbird, DE

Opening an account

Checking or savings account: Other banking product or service

Confusing or missing disclosures
Complaint: XX/XX/XXXX, I received a Promotional Offer from Citizens Bank that came in the mail, offering up to {$600.00} if I opened a new checking and saving account. On XX/XX/XXXX, I went to the branch whose address appeared on the offer ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX ) and spoke with Associate XXXX XXXX ( XXXX ID # XXXX ). I explained that I just received this offer in the mail and asked her what I needed to do to receive the offer. I gave her the offer and she asked me if I wanted to open up both accounts to receive maximum offer of {$600.00}, to which I said yes. The offer required a minimum deposit of {$15000.00}, be maintained for at least 3 months, and the checking account required a direct deposit of {$500.00} or more within 60 days. The offer states that if the deposits were maintained for the required period, the bonus would be paid by XX/XX/XXXX. I opened a XXXX XXXX account and deposited {$15000.00} by way of a personal check. I then opened a XXXX XXXX XXXX account with a {$200.00} personal check, and my Bi monthly direct deposits of {$170.00} started on XX/XX/XXXX and continued to date, totaling over {$1400.00}. On XX/XX/XXXX, I contacted the customer service department after becoming concerned that I had not received a notice advising that I had met requirements of the offer, and date I would receive my bonus. Customer Service Associate XXXX XXXX XXXX XXXX office ) who reviewed my account and the offer, and believed that the requirements of the offer had been met, and advised that he would submit a pay request, and I should have the bonus within XXXX business days. When I did not receive the bonus by XX/XX/XXXX, I contacted Customer Service again and spoke with a XXXX XXXX XXXX XXXX XXXX ) who stated that I should receive my offer bonus by XX/XX/XXXX. When I did not receive a deposit in my account by XX/XX/XXXX, I again contacted Customer Service and spoke with Supervisor, XXXX XXXX. She would try to explain to me that I did not meet the requirements of the bonus, because I did not make a one-time deposit of {$500.00} or more from my direct deposit. She then referred the entire case back to the original Branch office to be investigated by XXXX XXXX XXXX ID # XXXX. This complaint was supposedly turned over to the Branch manager on XX/XX/XXXX, and to this date XX/XX/XXXX, I have not been contacted by anyone.
Company Response: Closed with explanation

Timely Response

2019-07-09

Oxford, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: Citizens One Auto Finance located at XXXX XXXX Rhode Island places an inquiry on XX/XX/2018 XXXX XXXX located in XXXX Alabama, XXXX XXXX XXXX XXXX XXXX has many unauthorized inquires appearing on all 3 of my major credit bureaus. The FCRA protects consumers against these unlawful practices. I have requested that this inquiry be removed from my credit report unless they can provide a signed application and a copy of my government issued ID.
Company Response: Closed with explanation

Timely Response

2019-07-08

So Effingham, NH

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2019-07-08

Tarzana, CA

Getting a line of credit

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

Complaint: In XXXX I applied for a personal loan with Citizens bank after receiving a pre-qualified offer. I was approved for XXXX but, after being persuaded to seek a lesser amount by my Citizens representative, applied for XXXX. A hard inquiry was placed on my credit report and I was approved for the loan. The next day I was a lsked to send documents to an email address, which I did however after I receive no response for a few days I called to confirm the receipt of said documents. We got to the point where I was told I had been given the wrong email address and the representative provided me with the correct email address. Not only did this delay the processing of my application but also put my personal information at risk. I resent the documents on XX/XX/XXXX and received an email notification on XX/XX/XXXX confirming the receipt. No further communication was put forth to me from Citizens Bank until XX/XX/XXXX when I called them. I was informed that less than 24 hours after the documents had been received on the XXXX they had processed a decline because they had not received the information. When I spoke to a manager the story was changed to they could not verify some part of the information. They were not able to tell me which part if my information was problematic just that the only way to reconsider the application was to fill out a new application and have a new hard inquiry put on my credit report once again. This whole experience had been misleading and the fact that I was given the wrong email address to send personal information to is grossly unprofessional and alarming.
Company Response: Closed with explanation

Timely Response

2019-07-08

Kenmore, MA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: In XX/XX/2019, I spoke with the branch manager, XXXX, at The Citizens Bank, XXXX XXXX, XXXX branch regarding the source to pay any overdrafts on my account. While I did have a line of credit attached to the checking account, I made several requests to change the source of overdraft payments to my savings account, and the branch manager, XXXX, acknowledged the request, and confirmed it was done. Apparently it was not done, about a week later, still in XX/XX/2019, an overdraft was funded by the line of credit instead of the savings account, and then reported to the credit bureau that I went over the account limit. I requested the negative reporting be removed, but the bank said the report was correct. They made an error at my expense. In XXXX I spoke with XXXX, a senior customer service rep, ( XXXX ), who " escalated '' the case to XXXX, ( XXXX ) XXXX, of the " chairman 's office ''. It has been almost a month, and they have yet to resolve, or even give me a response, despite repeated calls to " XXXX ''. This was a bank error, and the report was untrue, and should be removed, as it is hurting my credit.
Company Response: Closed with explanation

Timely Response

2019-07-08

Boston, MA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a new One Deposit Checking account with Citizens Bank on XX/XX/2019. The online signup page states that I will be receiving a {$600.00} bonus with a single employer direct deposit of {$2000.00} and the bonus will be posted by XX/XX/XXXX. I completed the requirements on XX/XX/XXXX. The bonus has not been posted as of today. I have made repeated attempts to contact the bank via secure message but my inquiries remain unanswered. I have also included screenshots of the offer page and the bonus posting schedule below.
Company Response: Closed with monetary relief

Timely Response

2019-07-08

Marina Bay, MA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with monetary relief

Timely Response

2019-07-08

PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I make deposit with my bank and it on hold for10 business days. Spoke with Manager of Customer Service XXXX XXXX out of XXXX PA. Very abrasive and do not want listen any think ask about his boss, he give no name saying he will call you back in 3 Business days.
Company Response: Closed with monetary relief

Timely Response